Contact Center Support Engineer

Toronto, ON (On-site)

Full-time (Permanent)

Skills Required

Experience in supporting contact centre technologies

Working experience with Contact Center/Dialer Aspect UIP 7.3 SP5 or 7.4 / AQM / ALM

Working experience with Aspect, Verint, Genesys CTI/Routing and/or Agent Desktop, NICE IEX WFM, Nuance Voice bio or similar product

Experience in supporting contact centre technologies & Understanding on Telephony systems and applications

Support upgrades/code-mod/hot fixes

Maintain services once they are live by measuring and monitoring availability, latency and overall system health

Working ability in agile and 24x7 running production environment

Troubleshooting experience in SIP environment

Previous working experience with a financial institution, technology manufacturer or service provider preferred

Role

Active Business Critical Participation and leading for Contact Centre Application incidents

Project oversight and ensure operational readiness is in place

Management of all related incidents and update the required incident management tool

Identify service improvement opportunities within contact centre technology domain

Work on problem tickets to drive the RCA with vendor and internal teams

Develop and communicate trending and analysis of service metrics reporting against set targets