● Technical Support: Provide Level 1 and Level 2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms, ensuring rapid resolution of technical issues to minimize downtime.
● Incident Management: Monitor, triage, and resolve incidents related to CCaaS platforms, IVR systems, and core routing, following established protocols and ensuring compliance with SLAs.
● IVR and Routing Configuration: Implement, maintain, and troubleshoot IVR configurations and core routing rules to ensure optimal call flow and customer experience.
● System Monitoring: Continuously monitor system performance and health, proactively identifying potential issues and addressing them before they impact operations.
● Issue Escalation: Collaborate with internal teams and external vendors to escalate and resolve complex technical issues, ensuring clear communication and status updates.
● Documentation: Maintain accurate and detailed documentation of incidents, solutions, and configurations to build a comprehensive knowledge base for future reference.
● Continuous Improvement: Identify areas for process and system improvement, providing recommendations to enhance efficiency, performance, and customer satisfaction.
● Collaboration: Work closely with cross-functional teams, including network engineers, software developers, and operations teams, to ensure seamless operation and integration of CCaaS platforms.
● User Training and Support: Assist end-users with platform-related queries, provide training on system functionalities, and ensure users are equipped to leverage the full potential of the CCaaS platforms.