Contact Centre Support Specialist

Contact Centre Support Specialist Job Description:

• Up to 7 years of IT experience & 5+ Years on Contact Centre applications in banking/financial services industry. Knowledge on Avaya Contact Centre solution is preferred.
• Possess good knowledge on 3 tiers-architecture application to:
• Provide L2 support – Be able to understand the application architecture, and interfaces to upstream/downstream.
• Support day-to-day IT operations – production issue resolution. Analyse issue raised by users or reported by monitoring system. Perform impact analysis and suggest workaround solution for service recovery.
• Be able to specify the monitoring requirement and observing system abnormality ahead of time to prevent issues from happening.
• Be able to conduct application capacity planning and perform performance tuning.
• Be able to participate/conduct regular DR simulation/live DR exercise.
• Good interpersonal skills and capable to communicate with different work groups within internal IT, BU/Operations and external vendors.
• Troubleshoot Batch Issues & root causes to Mitigate Impacts to SLA
• Proactively Identify and Identify opportunities for preventive Measure.
• Perform Administration & Optimization to achieve of Optimal System Performance
• Conduct review of technical and functional solutions from enhancement/project team to ensure they conform to Established Standards
• Recommend Design and Operational Optimizations
• Respond on time to the queries raised by various business units
• Provide Timely updates (Status, Progress, Issues, Resolutions) to Business Stakeholders
• Work with Project/Enhancement Teams to Review, Transition for Run Team

• Contact Centre applications – Interactive Voice Response (IVR), softphone application, SMS Banking.
• OS : Unix/Linux platform/Windows
• DB : MS SQL and Oracle
• App server: IIS, WebLogic/WebSphere,
• Middleware : WebLogic, CD/SSH
• Programming Language : Java, C++, shell script, Windows scripting