Summary

This position will be responsible for providing technical support for contact center applications, telephony systems, and supporting infrastructure within a fast-paced call center environment. The role ensures the availability, performance, and reliability of contact center technologies to minimize operational disruptions and maintain service levels.

- Provide first-level and second-level contact center related technical support to users via phone, email, remote access, or in-person.
- Maintain accurate records of support requests, incidents, and resolutions using a ticketing system.
- Partner with regional business stakeholders, vendors, and service providers to identify root causes, resolve operational issues, and deliver system improvements.
- Manage communication channels user provisioning, moves, adds, and changes across multiple locations.
- Deliver regional support for Contact Center communication systems, including Avaya, NICE, and related communication technologies.
- Ensure compliance with company IT policies, security standards, and procedures

Qualifications

- Minimum 3 years of experience in IT Support, Contact Center Telephony Support, IT/ Telephony support, help desk, or technical support roles.

- Hands-on experience supporting Avaya and/or NICE environments.





- Strong knowledge of Contact Center operations, including IVR, ACD, call recording, workforce management, and reporting tools.

- Experience supporting regional users and managing incidents across multiple locations.

- Good understanding of VoIP, SIP, telephony networks, and Microsoft technologies (Windows, Active Directory, Microsoft 365).

- Strong troubleshooting, communication, and stakeholder management skills.

- Ability to work independently and support critical business operations in a rapid-paced environment.

Education

Diploma, Degree, or equivalent qualification in Information Technology, Computer Science, or a related field.

Certificates, Licenses and Registration

- Holds certifications in ITIL Foundation, CompTIA Network+, Cisco CCNA, or NICE CXone Administration

- Computer Skills need to perform

- Strong troubleshooting and problem-solving skills.

- Excellent communication and customer service skills

- Understanding of VoIP, SIP, call flows, IVR, ACD, and call recording technologies.

- Experience supporting cloud platforms such as Microsoft Azure or AWS.

- Knowledge of cybersecurity best practices and endpoint management tools.

📌 Contact Center System Specialist (India)
🏢 India Consultancy Private
📍 India