Job Description:
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 settings.
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 excellent 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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