Title: Telecom Specialist/Admin - CCaaS experience
Location: Houston - TX Hybrid
we’re in search of a Contact Center Support Engineer, to support the growing adoption of our CCaaS Solutions. The ideal candidate will have direct experience working in a Help Desk, demonstrate a mastery of the OSI model for diagnosing and resolving unexpected behaviors in a networked environment, have direct experience with CCaaS technologies like OpenCTI, SIP, WebRTC, etc…, and be able to communicate well verbally and in writing. This person will be responsible for escalations from the Help Desk and participate in routine change management work streams as a CCaaS System Administrator. This role will have the opportunity to have an immediate and long lasting impact on fundamental CCaaS processes including onboarding, asset management, knowledge management; and will provide an outstanding experience for our end users.
Essential Job Functions
● All duties associated with a typical HelpDesk representative.
● Directly support end-users with troubleshooting Voice Quality, Contact Deliverability, Hardware and Software Configuration, Network Stability, Browser Configuration and Cache, and escalation.
● Knowledge steward for CCaaS related items, aiming to drive higher FCR and minimize SLA, or enable Self-service for CCaaS-related incidents.
● Manage, progress, and report on a backlog of Problems and Incidents
● Support Root-Cause Analysis exercises and recommend possible resolution pathways
● Advocate for HelpDesk training, information and knowledge needs as part of deployments
● Support automation of routine activities
● Prepare and escalate problems with internal teams or vendors
● Perform Administrative duties in the CCaaS platform, related to the ongoing operation and change management, as assigned
● Serve as Application Administration SME for CCaaS Salesforce integration
● Report Help Desk performance for CCaaS related Incidents
Education/Experience
● 2+ years experience working in a Help Desk environment
● 2+ years experience supporting a Contact Center as a Service solution such as Five9, Amazon Connect, inContact, RingCentral, etc…
● Direct experience with phone number asset management processes strongly preferred.
● Strong written and verbal communication skills
● Strong Time Management Skills
Preferred Qualifications
● Certification or Administrator Training on a CCaaS Solution
● Certification or training on endpoint and environmental network diagnostics and troubleshooting (CCNA, Network+)
● Certification or training related to Salesforce CRM and OpenCTI applications
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Best Regards,
Mike P
Sr Lead IT Recruiter | Nava Software Solutions LLC
Direct: 860-404-3076
mike.p@navasoftware.com
