Job Description
Supporting Experience on Cisco contact center CVP application solutions & 3rd party integration.
• Basic Scripting for call flow change or Holiday request.
• Should have knowledge in Database interaction process by using Java applications
• Basic knowledge in SQL DB procedure and Oracle DB concepts.
• Knowledge and use of CVP application and integration experience with other Tools
• Basic knowledge in dynamic Java application concepts.
• Good knowledge in Cisco Call studio application.
• Have clear understanding on Telecom infrastructure
• Should be ready to work in 24/7 business support environment
• Should be having 4-7 years of experience on Cisco Voice platform.
• Should be having work experience onCVP/Call Studio/Java application platforms
• Should have strong verbal & written communication skills
• Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
• Performs Root Cause Analysis & Track and update key performance metrics
• Act as a point of contact for all service delivery issues/ pending work/ escalations
• Provide team support and process improvements through individual contributions
• Maintain and Update Knowledge Base and documentation & Initiate and implement processes improvements.
• Perform change management in accordance with change management procedures
• Handles escalations & Participate in routine operational meetings & Knowledge on Contracts and SLAs
• Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem solving skills.