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Contact Centre Specialist

1 month ago

MagstattleBas, Grand Est, United States Infosys Limited Digital Full time
Job Title: Contact Centre Consultant

Infosys Limited Digital is seeking a skilled Contact Centre Consultant to join our team. As a key member of our consulting team, you will play a crucial role in delivering high-quality solutions to our clients.

Key Responsibilities:
  • Interface with key stakeholders to understand their technical requirements and apply your expertise to deliver solutions.
  • Design and implement high-level design artifacts for complex systems.
  • Deliver high-quality code deliverables for modules and lead validation for all types of testing.
  • Support activities related to implementation, transition, and warranty.
  • Collaborate with cross-functional teams to ensure seamless delivery of projects.
Requirements:
  • 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.
  • Experience with InContact Omnichannel, DFO, chat, and email.
  • Full understanding of SIP protocols and design criteria.
  • Very familiar with inbound/outbound operations.
Preferred Qualifications:
  • 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.
About Us:

Infosys Limited Digital 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.