Contact Center - Business Operations

Overall Objectives of Job: (If multiple sections, accord weightage to each section)

• Good technical and analytical skills and experience working in Contact Centre support
• Good knowledge on testing support, doing SAT, tracking defects
• Good communication skill along with Email, handling customer queries
• Good understanding of tools like SNOW, JIRA, Confluence, Zephyr, Dynatrace, Github, collaboration tools etc.
• Knowledge on operational incidents, Problem, SLA , IMACs
• Co ordination with suppliers for Changes, Incidents and demands
• Familiar with Voice network technologies, like PSTN, IP phones, softphone

• Support patch management systems provided by suppliers to update applications automatically
• Understand of LAN, WAN and applications infrastructure

Actively manage the internal communications of the program including communication mailers, project support. Actively drive and follow up on tasks resulting from various workshops and technical meetings.

Prepare monthly reports, schedule required meetings and circulate the minutes.

100%

PART 3

Duties and Responsibilities

List in order of importance and state approximate weightage accorded to each.

50%

Infrastructure Cloud Operations best practices and support

25%

Infrastructure Network optimization and support

25%

PART 4

Qualification, Experience, Technical and Functional Skills

Graduate BE, BTECH, BSc.

Experience in tools like JIRA, SNOW

• Understand the SaaS solution

• Experience in comparable role

PART 5

Key Competencies

• Understanding of SaaS solution
• Understand IT Network environments
• Experience in Contact Center
• Understanding of various tools like JIRA, SNOW

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Lets care for tomorrow.