- Provide operational support for Cisco UCCE/IVR environments, including routing scripts, call flows, and contact center integrations.
- Support and administer NICE CXone, NICE Engage, and related call recording solutions.
Manage and support Workforce Management (WFM) and Real-Time Adherence (RTA) operations.
- Monitor system health, troubleshoot incidents, and coordinate resolutions with internal teams and vendors.
- Perform analysis of contact center operational data and create dashboards/reports using Tableau.
- Develop automation scripts and utilities using Python to improve operational efficiency.
- Support cloud-based solutions and integrations within AWS environments.
Utilize monitoring tools such as Splunk and Dynatrace for proactive monitoring, alerting, and root cause analysis.
- Handle incident, problem, and change management activities using ServiceNow (SNOW), ITSM, and Jira.
- Participate in production deployments, post-implementation validation, and hypercare activities
TCS has been a outstanding pioneer in feeding the fire of Young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together.
📌 Contact Center Support Engineer (Chennai)
🏢 Tata Consultancy Services
📍 Chennai
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