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Application Support Engineer
Coimbatore
Job No. atci-4463500-s1733424
Full-time
Job Description
Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Unified Communication and Collaboration Operations, amazon connect, avaya
Good to have skills : Cloud Infrastructure
Minimum 2 year(s) of experience is required
Educational Qualification : 15 Years of full time education
Role Overview: As a Contact Center Operations Support Specialist, you will be responsible for ensuring the smooth operation of both Amazon Connect and Avaya contact center environments. This role requires expertise in handling day-to-day operations, providing L1/L2 support, and maintaining the availability of the contact center platforms. You will be an integral part of a team dedicated to addressing incidents, managing changes, and ensuring high levels of service delivery. Key Responsibilities: • Provide support and maintenance for the company's Contact Center environments, including Amazon Connect and Avaya. • Work in rotational shifts to ensure 24/7 support coverage and adherence to SLAs. • Act as a Subject Matter Expert (SME) for Amazon Connect and Avaya, resolving P1 & P2 incidents promptly. • Participate in change management processes and reviews to maintain platform availability. • Collaborate with vendors and support teams to address user-reported incidents. • Conduct audits and implement security vulnerability mitigation measures. • Handle day-to-day Avaya operations, including troubleshooting, log analysis, and system level changes. • Provide support for third-party applications and escalate issues as necessary. • Maintain and manage Avaya Aura Portfolio, Communication Manager, Session Manager, and related components. • Develop IVR flows, CTI integrations, and ensure ongoing management of gateways and media servers. • Demonstrate proficiency in Telecom protocols such as SIP, H323, ISDN, and ITIL processes. Technical Experience: • Hands-on experience in contact center suite products, including voice, email, and chat. • In-depth understanding of cloud contact center architecture and call flows. • Proficiency in managing telephony solutions and service management processes. Professional Attributes: • Strong customer handling and communication skills. • Minimum 2 years of hands-on experience with Avaya solutions. • Completed Avaya trainings and certifications. • Familiarity with call recording and UC product portfolios of Avaya. • Bachelor's degree in engineering or related field preferred. Additional Information: • Willingness to work in rotational shifts, including nights. • Ready to implement network changes and perform testing as required.
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Unified Communication and Collaboration Operations, amazon connect, avaya
Good to have skills : Cloud Infrastructure
Minimum 2 year(s) of experience is required
Educational Qualification : 15 Years of full time education
Role Overview: As a Contact Center Operations Support Specialist, you will be responsible for ensuring the smooth operation of both Amazon Connect and Avaya contact center environments. This role requires expertise in handling day-to-day operations, providing L1/L2 support, and maintaining the availability of the contact center platforms. You will be an integral part of a team dedicated to addressing incidents, managing changes, and ensuring high levels of service delivery. Key Responsibilities: • Provide support and maintenance for the company's Contact Center environments, including Amazon Connect and Avaya. • Work in rotational shifts to ensure 24/7 support coverage and adherence to SLAs. • Act as a Subject Matter Expert (SME) for Amazon Connect and Avaya, resolving P1 & P2 incidents promptly. • Participate in change management processes and reviews to maintain platform availability. • Collaborate with vendors and support teams to address user-reported incidents. • Conduct audits and implement security vulnerability mitigation measures. • Handle day-to-day Avaya operations, including troubleshooting, log analysis, and system level changes. • Provide support for third-party applications and escalate issues as necessary. • Maintain and manage Avaya Aura Portfolio, Communication Manager, Session Manager, and related components. • Develop IVR flows, CTI integrations, and ensure ongoing management of gateways and media servers. • Demonstrate proficiency in Telecom protocols such as SIP, H323, ISDN, and ITIL processes. Technical Experience: • Hands-on experience in contact center suite products, including voice, email, and chat. • In-depth understanding of cloud contact center architecture and call flows. • Proficiency in managing telephony solutions and service management processes. Professional Attributes: • Strong customer handling and communication skills. • Minimum 2 years of hands-on experience with Avaya solutions. • Completed Avaya trainings and certifications. • Familiarity with call recording and UC product portfolios of Avaya. • Bachelor's degree in engineering or related field preferred. Additional Information: • Willingness to work in rotational shifts, including nights. • Ready to implement network changes and perform testing as required.
Qualifications
15 Years of full time education
Please be informed that at any given point in time, you can only have one "Active" application.
Please be informed that at any given point in time, you can only have one "Active" application.