Summary:This position involves providing professional services to support contact center operations and enterprise voice services. The role includes administration, configuration, optimization, and operational support services to improve platform reliability, customer experience, and operational efficiency.
Responsibilities: Administration and support services for contact center operations including configuration, maintenance, and optimization of contact flows, queues, routing profiles, agents, and the Contact Control Panel (CCP). Design and enhance routing logic to improve call handling efficiency and first-call resolution. Monitor system performance, availability, and operational health. Troubleshoot and remediate contact center issues. Support scalable contact center capabilities aligned with business demand and cost efficiency. Administration and support of enterprise voice infrastructure, including sess...