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Contact Centre Specialist
4 weeks ago
We are seeking a highly skilled Contact Centre Consultant to join our team at Infosys. As a key member of our digital transformation team, you will play a critical role in delivering high-quality solutions to our clients.
Key Responsibilities- Interface with key stakeholders to understand business requirements and develop technical solutions.
- Apply technical proficiency across different stages of the Software Development Life Cycle, including requirements elicitation, application architecture definition, and design.
- Create high-level design artifacts and deliver high-quality code deliverables for a module.
- Lead validation for all types of testing and support activities related to implementation, transition, and warranty.
- Collaborate with cross-functional teams to ensure seamless delivery of projects.
- Bachelor's degree or foreign equivalent required from an accredited institution.
- At least 4 years of Information Technology experience on Nice CXOne/InContact, Nice Recording, and related components.
- Ability to work on Nice InContact, including starting new scripts on inbound, outbound preview, and predictive campaigns.
- Experience with InContact Omnichannel, DFO, chat, and email.
- Full understanding of SIP protocols and design criteria.
- Very familiar with inbound/outbound operations.
- Perform routine maintenance and monitor performance, capacity, and availability of the voice infrastructure.
- Help design and implement short and long-term strategic plans to ensure the voice solutions meet existing and future requirements.
- Design and implement new Nice InContact Call flow using InContact Studio application.
- Troubleshoot, trace, and identify any issues on Nice products scripts.
- Act as a point of escalation with recurring telecommunications issues, including root cause and remediation.
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey.
We provide equal employment opportunities to applicants and employees without regard to race, color, sex, gender identity, sexual orientation, religious practices and observances, national origin, pregnancy, childbirth, or related medical conditions, status as a protected veteran or spouse/family member of a protected veteran, or disability.
