Title: Telecom Specialist/Admin - CCaaS experience
Location: Houston - TX Hybrid
we’re in search of a Contact Center Support Engineer, to support the growing adoption of our CCaaS Solutions. The ideal candidate will have direct experience working in a Help Desk, demonstrate a mastery of the OSI model for diagnosing and resolving unexpected behaviors in a networked environment, have direct experience with CCaaS technologies like OpenCTI, SIP, WebRTC, etc…, and be able to communicate well verbally and in writing. This person will be responsible for escalations from the Help Desk and participate in routine change management work streams as a CCaaS System Administrator. This role will have the opportunity to have an immediate and long lasting impact on fundamental CCaaS processes including onboarding, asset management, knowledge management; and will provide an outstanding experience for our end users.
Essential Job Functions
? All duties associated with a typical HelpDesk representative.
? Directly support end-users with troubleshooting Voice Quality, Contact Deliverability, Hardware and Software Configuration, Network Stability, Browser Configuration and Cache, and escalation.
? Knowledge steward for CCaaS related items, aiming to drive higher FCR and minimize SLA, or enable Self-service for CCaaS-related incidents.
? Manage, progress, and report on a backlog of Problems and Incidents
? Support Root-Cause Analysis exercises and recommend possible resolution pathways
? Advocate for HelpDesk training, information and knowledge needs as part of deployments
? Support automation of routine activities
? Prepare and escalate problems with internal teams or vendors
? Perform Administrative duties in the CCaaS platform, related to the ongoing operation and change management, as assigned
? Serve as Application Administration SME for CCaaS Salesforce integration
? Report Help Desk performance for CCaaS related Incidents
Education/Experience
? 2+ years experience working in a Help Desk environment
? 2+ years experience supporting a Contact Center as a Service solution such as Five9, Amazon Connect, inContact, RingCentral, etc…
? Direct experience with phone number asset management processes strongly preferred.
? Strong written and verbal communication skills
? Strong Time Management Skills
Preferred Qualifications
? Certification or Administrator Training on a CCaaS Solution
? Certification or training on endpoint and environmental network diagnostics and troubleshooting (CCNA, Network+)
? Certification or training related to Salesforce CRM and OpenCTI applications
Best Regards,
Mike P
Sr Lead IT Recruiter | Nava Software Solutions LLC
Direct: 860-404-3076
mike.p@navasoftware.com
About the Company:
NAVA Software Solutions
we also provide training for java, .net, android, PHP, HR, Banking.........etc
Company Size:
100 to 499 employees
Industry:
Computer/IT Services
Founded:
0
Website:
...underappreciated by your current employer? Come see why the Active Dental culture is different! Our passion is providing world-class... ...person to join our team. We are seeking an experienced Office Manager who is energetic, enthusiastic, and shares our commitment to patient...
..., MA (01462) area. Must have valid nursing license ( RN/LPN) in State of Massachusetts Pediatric Patient (6 yo.) GJ-tube... ...(LPN) assist our patients with transitioning home from the hospital and provide the continuous care needed to remain at home with their...
...RWJBarnabas Health is seeking a highly dedicated Clinical Care Technician for Community Medical Center. Community Medical Center, is... ...required.(American Heart Association) Preferred: Previous nursing assistant experience or clinical experience from an accredited...
...Mature and Dependable individuals needed to fill evening Office Cleaning Specialist position in the Akron area. We have multiple positions... ...night, starting after 9:00pm. You must be able to work every weekend (SATURDAY AND SUNDAY). The starting pay rate for these positions...
...PTW is a premier AAA gaming services company is ready to hire for our new studio in Charleston, South Carolina. We specialize in providing... .... PTW is seeking an experienced and driven Lead Video Game Tester to join our team and lead a rapidly growing workforce of video...