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Contact Center Engineer, Senior Associate
3-5 years
Bangalore / Bengaluru
1 vacancy
Contact Center Engineer, Senior Associate
RSM US in India
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Perform the design, implementation, configuration of Contact Center components for clients
- Serve as a national resource and escalation point for projects across all regions
- Construct roadmap and migration/integration technical plans for clients
- Draft statements of work to support the client project goals and outcomes
- Identifying and escalating cross selling opportunities across RSM portfolio
- Establishing rapport and trust with key client decision makers
- Excellent verbal, written and interpersonal communication skills and ability to interact with external
- Manage, configure, and support contact center systems within Dynamics 365, including customizations, integrations, and workflow adjustments to enhance functionality and user experience.
- Leverage your expertise with the Genesys platform to ensure seamless operation, troubleshoot issues, and implement solutions to optimize performance
- Quickly diagnose and resolve technical issues within the contact center environment, using both Dynamics 365 and Genesys tools to support user needs and maintain system integrity.
- Advanced configurations for the contact center, including routing setups, IVR modifications, and integration with other systems to meet business requirements.
- Provide training to contact center staff and end-users on the use and functionality of Dynamics 365 and Genesys. Offer ongoing support to address user questions and ensure adoption of best practices.
- Experience with Microsoft 365 tenants is a plus
- Scripting experience (PowerShell, Batch, VB) is a plus
- Strong customer service orientation
- Strong problem-solving skills and ability to provide hands-on technical support
- Ability to work both independently and as part of a larger team
Bachelors degree in Information Technology or equivalent experience and technical certification
Minimum 3 to 5 years experience with Implementation of Contact Center technologies such as Dynamics 365, Genesys or Teams Voice.
Employment Type: Full Time, Permanent
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RSM US in India Benefits
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