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Track Lead - Cisco Contact Center

HCLTech·Chennai

Pay not statedSenior levelFull-time
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About the role

Track Lead - Cisco Contact Center at HCLTech. Platform Administration & Support.

What you'll do

  • Platform Administration & Support
  • Provide L3 support for NICE CXone Contact Center environments
  • Manage and maintain NICE CXone platform configuration and administration
  • Configure and troubleshoot: o ACD (Automatic Call Distribution) o Skills-based routing o Voice queues o Digital channels o Agent and supervisor profiles o Campaigns and…
  • Perform user provisioning, de-provisioning, and role management. IVR & Routing Management

What you need

  • Root cause analysis
  • CRM
  • ServiceNow
  • ITIL
  • Escalation handling
  • Salesforce
  • Any graduate

Good to have

  • AWS
  • REST APIs
  • SQL
  • Azure
  • PowerShell
  • Python

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