Technical Support - Contact Centre Systems

ECS | Enterprise Change Specialists; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

ECS | Enterprise Change Specialists in Hyderabad is seeking a skilled Contact Center Technical Support Engineer. The role involves diagnosing and troubleshooting issues in contact center technologies, including IVR and AI systems, ensuring system performance and compliance.

The ideal candidate will have a Bachelor's degree in a related field, proficiency in cloud platforms like AWS and Azure, and experience with data analysis tools. Strong communication skills are essential for effective collaboration.

Qualifications

• Bachelor's degree in IT, Computer Science, or a related field.
• Proven experience in contact center technical support.
• Genesys Certification or relevant training preferred.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues across customer service platforms.
• Collaborate with cross-functional teams to maintain high system performance.
• Support configuration and customization of various systems.

Skills

Proficiency in contact center technologies

Diagnosing and resolving system issues

IVR configuration and customization

Cloud platforms like AWS and Azure

Strong communication skills

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

Data analysis tools like Excel and SQL

Scripting languages such as Python and JavaScript

Job description

Job Summary

We are looking for a skilled Contact Center Technical Support Engineer with deep expertise in contact center technologies to support the seamless operation of customer service platforms. This role requires diagnosing, troubleshooting, and resolving technical issues across various systems, including IVR, workforce management, quality management, and conversational AI. The engineer will work closely with cross-functional teams to maintain high system performance, support configuration and customization, and ensure compliance with security standards.

Must Have Skillsets (Mandatory)

• Technical Expertise: Proficiency in contact center technologies, including IVR, conversational AI bots, quality management, recording, workforce management, and PCI compliance.
• Troubleshooting and Maintenance: Strong skills in diagnosing and resolving system issues, performing root cause analysis, conducting system health monitoring, and performing routine software updates and patches.
• System Configuration: Experience with IVR configuration and customization, and validating solution designs with system architects.
• Cloud Platforms: Familiarity with AWS, Microsoft Azure, and cloud application architecture, including microservices, Kubernetes, and Docker.
• Communication Skills: Strong verbal and written communication skills, with the ability to collaborate effectively across teams.

Good to Have Skillsets (Optional)

• Networking and Security: Knowledge of VOIP, SIP, messaging, carrier infrastructure, networking, and security.
• Data Analysis: Experience in data analysis within contact center environments, including proficiency in data analysis tools like Excel, SQL, Power BI, and Tableau.
• Automation: Knowledge of scripting languages such as Python and JavaScript for automation.
• Industry Experience: Prior experience in the airline industry or working within high-volume contact centers.

Qualifications and Experience

• Education: Bachelor’s degree in IT, Computer Science, or a related field.
• Certifications: Genesys Certification or relevant training (Cloud or Engage preferred).
• Experience: Proven experience in contact center technical support, data analysis, and cloud environments.
• Professional Attributes: Strong analytical and problem-solving skills, ability to handle multiple priorities in a fast-paced environment, and a collaborative mindset for cross-functional work.