Contact Center System Specialist

This position will beresponsible 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

.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 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.