Contact Center Support Engineer

Dear Candidate!

Greetings from TCS !!!

Role: Cisco UCCE/IVR & NICE Support

Location: Chennai

Experience Range: 4 to 8 Years

Job Description:

• Provide operational support for Cisco UCCE/IVR environments, including routing scripts, call flows, and contact center integrations.
• Support and administer NICE CXone, NICE Engage, and related call recording solutions.
  Manage and support Workforce Management (WFM) and Real-Time Adherence (RTA) operations.
• Monitor system health, troubleshoot incidents, and coordinate resolutions with internal teams and vendors.
• Perform analysis of contact center operational data and create dashboards/reports using Tableau.
• Develop automation scripts and utilities using Python to improve operational efficiency.
• Support cloud-based solutions and integrations within AWS environments.
  Utilize monitoring tools such as Splunk and Dynatrace for proactive monitoring, alerting, and root cause analysis.
• Handle incident, problem, and change management activities using ServiceNow (SNOW), ITSM, and Jira.
• Participate in production deployments, post-implementation validation, and hypercare activities

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