Contact Center Platform Analyst

1 day ago

Mandaluyong City, National Capital Region, Philippines ARTECH TECHNOLOGY INC Full time $40,000 - $60,000 per year

Hi,

I'm Ishika and I work as Technical Recruiter at Artech. Please find the Job Description below and let me know if you are interested in the same.

Job Title: Contact Center Platform Analyst Job Type: Hybrid (2x a week onsite)

Location: Mandaluyong, 1550, PH

Position Type: 6 months contract

No. of hours per week: 45

Shift Timings : (will depend on the project's workload but expect flexibility for 24/7 support)

If interested, please share your updated resume. Along with the best time to connect with you.

Key Responsibilities

Your primary responsibilities will be centered on request fulfillment and incident troubleshooting.

  • Calabrio Support: Handle user administration tasks including agent setups and permission setups. Perform initial troubleshooting of recording issues.
  • Nuance Support: Provide support for the Nuance Admin Console, assist with announcement recording, and manage OpenClose functionalities.
  • Identity Management: Manage agent permissions and team configurations to ensure proper access and team structure.
  • Hardware/OS Support: Conduct initial troubleshooting for hardware and OS issues on various platforms, including Avaya, Dtools, Sprinkler, and Verint.

Required Skills & Qualifications

  • 3+ years of experience in an IT support, help desk, or systems administration role.
  • Strong customer service orientation and excellent communication skills.
  • Experience with user account management and setting permissions in enterprise applications.
  • A logical approach to troubleshooting technical issues.
  • Associate's or Bachelor's degree in a related field, or equivalent hands-on experience.

Desired Qualifications

  • Direct experience supporting contact center software such as Calabrio, Nuance, or Avaya.
  • Familiarity with ITIL service management principles.
  • Experience supporting a remote or work-from-home workforce.

Additional Must-Have Skills

  • Twilio (client scope): Preferred
  • Calabrio: Priority
  • Nuance: Priority
  • Verint: Priority
  • Sprinkler: Required
  • Terraform: Required
  • Platform Identity Access Management: Required

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