Call Center Manager

Description CX Config & QA

Job Description

This Principal Collaboration & Contact Center Engineer role provides critical services to both internal and external customers. Youll oversee lifecycle aspects of multiple service environments, acting as the owner for those systems. Youll also understand and manage the interrelationships between the various products and the infrastructure systems. We take pride in our well-organized, well-documented, stable, and compliant infrastructure environments, and youll get to play a key role.

What you will do:

• Providing third level, advanced support for customer&aposs Global collaboration & contact center environment.
• Supporting network incident identification, documentation, escalation and resolution.
• Functional / Non-functional Testing, Black Box / White Box Testing & Regression Testing.
• Support quality management and configurations application of best practices across segments
• The scope of support covers Cisco Unified Contact Center, WebEx Calling, NICE and Genesys technologies.
• Good understanding of various CC technologies including Call Recording, scripting and troubleshooting of Contact Center issues
• Responsibilities include: QA Testing with Core expertise in Contact Center solutions testing involves highly skilled in industry-based, quality assurance testing best practices.
• Performing change requests in accordance with change management process
• Providing on-call support functions and ensure technical issues are documented when handed over to other Tier 3 support team members.

You&aposll need to have:

• Bachelors degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Cisco Certified Internetwork Expert (CCIE) Collaboration.
• Experience in supporting and managing contact center solutions like NICE, Cisco and Genesys.
• Strong customer facing skills.
• Test Planning
• Test Case Designs
• System Integration Testing
• Usability Testing
• Acceptance Testing
• Black Box / White Box Testing
• Regression Testing
• Customer Interface SIT / UAT Testing, Managing defect evaluation / resolution process
• Experts in testing services for Voice/Network products, IVR/Conversational technologies, CCaaS Intelligent Routing strategies, Agent Desktop, for all OEM partners / ecosystem VCC, Genesys Cloud, and NICE / InContact. Additional capability to expand testing to Collaboration (Unified Communications) platforms (cloud and premise) as well as VoIP & SBCaaS. Technical skills required include:
• HP ALM (Application Lifecycle Management) & Jira
• Manage Test plan / Test design
• Defect tracking management
• Requirements traceability
• Monitor quality across releases and cycles
• Cyara Tool
• Regression testing Automation
• VoIP / Voice and SBC technologies