Responsibilities
- Oversee enterprise contact center and corporate telecom infrastructure to ensure consistent performance and uptime.
- Design, set up, improve, and validate platform components such as call routing logic, IVR scripts, operating hours, and directory-based call transfers to align with business needs.
- Support management of toll-free and direct inward dialing (DID) number inventories, including number porting requests, recordkeeping, and periodic usage analysis to enhance efficiency and reduce costs.
- Act as the main technical administrator and point of contact for the Nice inContact CXOne platform, covering ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio, and interaction analytics modules.
- Administer Freshdesk and Freshchat systems, including ticket lifecycle processes, automation settings, SLA policies, routing configurations, and user access controls.
- Build and deploy advanced call routing designs using Nice Studio scripting across voice, email, and chat communication channels.
- Develop and manage API connections between internal systems and external applications to enable seamless data flow.
- Lead knowledge transfer and technical mentorship within the team while coordinating with cross-functional experts in API development, databases, storage, and networking.
- Partner with leadership to manage internal stakeholders and vendor engagements, oversee support tickets, monitor service levels, review billing, and identify cost-saving opportunities.
- Work with management to maintain system efficiency, drive enhancements, and co-develop new solutions tailored to client requirements.
- Deliver expert-level diagnostics and resolution for contact center outages, call routing errors, and system integration failures.
- Review and update operational policies, business continuity plans, and disaster recovery procedures to ensure compliance and readiness.
- Produce and maintain comprehensive documentation, including system records, call flow schematics, standard operating procedures, and knowledge base entries for recurring issues.
- Participate in the planning, design, and execution of disaster recovery testing and preparedness initiatives.
- Participate in an on-call rotation to provide after-hours support when needed.
Work Arrangement
Hybrid
Other
- Work schedule: Primarily night shift operations.
- Work setup: Hybrid working model combining office and remote locations.
- On-call duty: Required as part of operational support responsibilities.
