Contact Centre Executive 12 Months

Key Responsibilities

• Provide L2/L3 support for enterprise Contact Centre applications and infrastructure.
• Monitor and maintain the availability and performance of Contact Centre systems.
• Manage incidents service requests problems and changes in accordance with ITIL best practices.
• Perform root cause analysis (RCA) and implement corrective and preventive actions for recurring issues.
• Troubleshoot and resolve issues related to IVR ACD CTI SIP/VoIP call routing and agent desktops.
• Coordinate with network telecom infrastructure and application teams to resolve complex production issues.
• Execute planned maintenance upgrades patches and configuration changes with minimal business impact.
• Ensure compliance with defined SLAs KPIs and operational procedures.
• Maintain technical documentation knowledge articles SOPs and operational runbooks.
• Participate in on-call support shift rotations and major incident management when required.
• Work closely with business users and vendors to ensure timely issue resolution and service improvements.
• Identify opportunities for automation and continuous service improvement.

Required Skills

• 45 years of experience supporting enterprise Contact Centre environments.
• Strong knowledge of ITIL processes (Incident Problem Change and Service Request Management).
• Experience with one or more contact centre platforms such as Cisco Genesys Avaya NICE CXone Amazon Connect or similar enterprise solutions.
• Good understanding of VoIP SIP IVR ACD CTI and call routing concepts.
• Experience with ITSM tools like ServiceNow Remedy or Jira.
• Strong troubleshooting communication and stakeholder management skills.