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 fast-paced workplace.

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

Certificates, Licenses and Registration
- Holds certi

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