Job Description

(CCaaS) Contact Center Location: Bangalore/pune Experience: 5 to 8 years About the Opportunity: An exciting opportunity to nurture your career with Mphasis, one of the India's reputed IT service and consulting companies. We are seeking a highly skilled professional with experience CCaaS solutions such as Genesys, NICE etc along with knowledge of Quality monitoring, Workforce Management, Outbound Dialer, IVR and 3rd party application integration. The ideal candidate will play a vital role in the successful implementation, upgrade, and functionality testing of the CCaaS solution and adjuncts. This individual must possess strong technical knowledge, and a customer-centric approach. Responsibilities: • Implementation, and optimization of cloud-based Contact Center solutions along with knowledge of Quality monitoring, Workforce Management, Outbound Dialer, IVR and 3rd party application integration. • Configuration, administration, and monitoring of Circuits, SIP/PSTN DIDs, TFNs etc. • Contact Center configuration and administration of Queues, call routing, hunt-groups, agents etc. • Coordinate with internal teams and external vendors to streamline the implementation process. • Follow change management processes to execute the implementation steps. • Deploy and configure the CCaaS solution along with integration of Quality monitoring, Workforce Management, Outbound Dialer, IVR and 3rd party application integration. • Troubleshoot technical issues and fix issues during the implementation phase. • Perform end-to-end project implementation, ensuring adherence to timelines. • Oversee quality assurance processes to identify and address any issues during the implementation phase. • Perform thorough testing to ensure each function and feature is working as expected. • Participate in UAT with the customer to ensure the solution meets their expectations. • Provide post-implementation support for ongoing issues and deliver a positive user experience. • Collaborate with the support team to deliver exceptional customer service and resolve technical issues effectively. Qualifications: • Bachelors degree in computer science, Information Technology, or equivalent. • Proven experience in implementing and configuring CCaaS solutions as Genesys, NICE etc. • Strong understanding of contact center technologies, telephony, and 3 rd -party application integrations. • Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams. • Self-motivated, muti-tasking and capable of working independently with minimal supervision. • Flexibility with work timings to align with customer’s working hours and project delivery timelines. • Certifications in Contact Center, CCaaS or related technologies are an added advantage.