Enterprise Contact Center Support Specialist
Ready to join Accenture’s team of empowered people? We’re looking for candidates with the following skills and experience for this role. Do you fit the profile? If you do, we’d love to hear from you!
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Who we are:
Accenture in the Philippines is a pioneer in Accenture’s global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture’s global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.
Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients’ challenges. Our inclusive, diverse, and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.
What’s in it for you?
At Accenture you will work on meaningful and innovative projects, powered by the latest technologies. You’ll be immersed in industry best practices such as event-driven architectures and domain-driven designs. Accenture will continually invest in your learning and growth.You'll work with Accenture’s certified practitioners, and Accenture will support you in growing your own tech stack and certifications.
We are looking for a versatile Enterprise Contact Center Support Specialist to maintain and support a wide range of our critical business and communication platforms. The ideal candidate will be responsible for system administration, user support, and security across multiple systems including Twilio, Calabrio, Nuance, and Verint.This role requires a proactive problem-solver who can manage everything from server and hardware support to identity access management and security patching, ensuring the stability and efficiency of our integrated platforms.
Roles and Responsibilities:
- Contact Center Platform Management: Oversee the configuration and daily operations of our contact center software, including queue management, routing logic, and data integration with internal tools.
- Workforce Optimization Support: Provide technical support for our workforce management and quality assurance platforms, including server maintenance, user administration, and troubleshooting of system recordings.
- System & Hardware Administration: Perform hardware support, operating system maintenance, and regular security patching across a variety of integrated business applications and tools.
- IVR & Announcement Management: Administer the Interactive Voice Response (IVR) system, including managing announcement recordings and system availability statuses.
- Automation & Process Improvement: Develop and oversee the creation of automated workflows to improve operational efficiency.
- Identity & Access Management: Manage user permissions and team configurations across all supported platforms to ensure adherence to security policies.