Contact Center Specialist

************************************************* Note:- 8+ years relevant exp in Contact Center Immediate Joiner/Serving Notice Period 4 days Office/1 days Remote @ Chennai **************************************************

Position Description: The Contact Center Solutions Engineer, specializing in Call Recording, Speech Analytics, and Dialer Technologies, will be instrumental in the planning, implementation, and ongoing support of our enterprise contact center solutions. This role will focus specifically on the Nice CXone Contact Center as a Service (CCaaS) solution, UCCE core components (ICM- Router, logger, PG, DDS/HDS, AW, CVP, CUIC, Finesse, the Recording Solutions, Monitoring Solutions) serving all global Ford Credit and Ford Motor contact centers. Key responsibilities include driving the implementation of new use cases and advanced capabilities, ensuring seamless integration with existing systems, managing upgrades and patching cycles, and maintaining the overall health and operational excellence of these critical platforms. On-call, off-hours, and weekend support is required on a rotational basis.

Skills Required: Call Centers

Experience Required: Build/maintain/support, UCCE core components (ICM- Router, logger, PG, DDS/HDS, AW, CVP, CUIC, Finesse, the Recording Solutions, Monitoring Solutions) , Nice CXOne, ACD Skills, Routing attributes, Points of contact

Experience Preferred: 8+ yrs of exp in mentioned skillsets

Additional Information : Windows Server and / or Linux server administration • Cloud Platform Experience • API Experience • Knowledge of networking protocols and concepts • Working knowledge of SQL Server and the ability to write ad-hoc queries • Advanced trouble-shooting skills • Strong analytical and critical decision-making skills • Solid verbal and written communication skills • Working knowledge of configuration control and deployment practices • Self-starter, capable of working independently and as a team player