Senior Specialist - Contact Centre-IT

Job description

Roles & Responsibilities • Manage, support, and troubleshoot Cisco Contact Center solutions and associated components, including NICE and LCM. • Monitor and maintain Contact Center infrastructure comprising ICM, CVP, IVR, CUCM, PG, Router, ACD, CTI, Voice Logger, Dialer, Campaign Management, CUSP, Jabber, and POE Switches. • Perform incident management, problem resolution, and root cause analysis to ensure high system availability. • Conduct daily system health checks and proactively monitor Contact Center applications and servers. • Manage integrations and customizations across IVR, CTI, CRM, reporting, and campaign management platforms. • Support NICE call recording solutions and LCM integrations with Cisco Contact Center environments. • Ensure compliance with IT change management processes and deployment standards. • Work on third-party integrations and collaborate with business and technology teams for successful delivery.