Application Support Engineer

THE WORK: Explore new possibilities and contribute your expertise with enthusiasm. You will perform independently and become a subject matter expert while actively participating in discussions and contributing solutions to work-related challenges. This opportunity will allow you to engage deeply with Amazon Connect, fostering growth and innovation. Join us to make a meaningful impact and enjoy a rewarding journey together.

Responsible for providing support, maintenance of the company's Contact Center environments, resource must be willing to work in rotational shift to support 24/7 operations.

Ensure all reported Incidents and service requests are addressed well within SLA.

Adhere to change process and will be collectively responsible as a team for platform availability.

Co-ordinate with vendors/other support teams to address incidents reported by users.

Experienced in Contact center suite of products with hands-on experience in voice, email and chat.

Technically understand of call-flows, architecture of a cloud contact center solution.

Background in managing telephony solutions

Service Management process know how.

HERE'S WHAT YOU WILL NEED

Advanced proficiency in Amazon Connect.

Advanced proficiency in Genesys Contact Center Operation.

A minimum of 1 of experience in relevant related skills.

Bachelor's Degree in relevant field of studies.

BONUS POINTS IF YOU HAVE

Advanced proficiency in Cisco Unified Contact Center Enterprise (UCCE).

Intermediate proficiency in Engineering Support.

Intermediate proficiency in customer service technologies.

Advanced proficiency in cloud-based communication platforms.