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Track Manager - Cisco Contact Center

HCLTech·Noida

Pay not statedMid levelFull-time
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About the role

Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be strong in incident, service request, and change management; RCA and ITIL processesIndividual should update SOP/KEDB & maintainAs senior resource should govern the SLA; handle escalation management; and continuous service improvement in accordance with Customer processes.

What you'll do

  • Individual should provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functionsIndividual should be strong in incident

What you need

  • Escalation handling
  • Root cause analysis
  • ITIL
  • SOP writing
  • Any graduate

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