Manila - Contact Center Technology Specialist

Hi,

I’m Ishika and I work as Technical Recruiter at Artech. Please find the Job Description below and let me know if you are interested in the same.

Shift Timings : (will depend on the project’s workload but expect flexibility for 24/7 support)

If interested, please share your updated resume. Along with the best time to connect with you.

Moreover, please find my LinkedIn ID for reference - www.linkedin.com/in/ishika-tiwari-staffing

Key Responsibilities

• Calabrio Support: Handle user administration tasks including agent setups and permission setups. Perform initial troubleshooting of recording issues.
• Nuance Support: Provide support for the Nuance Admin Console, assist with announcement recording, and manage OpenClose functionalities.
• Identity Management: Manage agent permissions and team configurations to ensure proper access and team structure.
• Hardware/OS Support: Conduct initial troubleshooting for hardware and OS issues on various platforms, including Avaya, Dtools, Sprinkler, and Verint.

• 3+ years of experience in an IT support, help desk, or systems administration role.
• Strong customer service orientation and excellent communication skills.
• Experience with user account management and setting permissions in enterprise applications.
• A logical approach to troubleshooting technical issues.
• Associate's or Bachelor's degree in a related field, or equivalent hands-on experience.

• Direct experience supporting contact center software such as Calabrio, Nuance, or Avaya.
• Familiarity with ITIL service management principles.
• Experience supporting a remote or work-from-home workforce.

• Twilio (client scope): Preferred
• Calabrio: Priority
• Nuance: Priority
• Verint: Priority
• Sprinkler: Required
• Terraform: Required
• Platform Identity Access Management: Required