Description
Contact Center (L2)- UK & Ireland - Remote
Responsibilities & Qualifications
- Resolving incident cases.
- Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
- Incident tracking to ensure continuity across shifts.
- Vendor management with PSTN Service provide, OEM for resolution of tickets.
- Coordination of communication bridges during major outages
- Participate in Operational processes (Daily Ops, Change Control, Incident management, request for service, etc).
- Adhering to defined SLAs
- Handling tickets/requests
- Troubleshooting technical issues
- Ensuring that defined processes are adhered to
- Report regularly concerning key
Skills required:
- Good understanding of SIP Protocols, Framework and Architecture
- Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
- Good troubleshooting experience in infrastructure.
- Good understanding of the following Products
- Knowledge about Cloud Components like Google CCAI chat bot, predictive engagement.
- SBC Management
- Trunks, E1/T1(CAS, CCS), SIP etc.,
- Gateway protocols: SIP and MGCP
- Good ITIL Knowledge - Incident, Change & Configuration Management
Qualifications
- 3-4 Years of University education post High school (B.Sc. or Diploma)
- Preferably 2+ Years of alert monitoring/management experience.
- Should be aware of ITIL's Incident, Change and Problem management module.
- Should have worked in high pressure work environments and ability to multitask.
- Basic understanding of L1 support, experience of working on Network data and Voice landscape.
- Excellent Verbal and written communication skills in English
- High level of acceptance
Certifications
- GCA (Mandatory)
- ITIL Foundation (Preferred)