Functional: + Recording Issues resolutions- L2 & L3. + Patch updates & Upgrades. + WFM Trouble shootings + Archiving issues, Speech analytics etc. + Participate in P1/P2 escalation calls and provide customer timely updates + Open tickets and manage escalations with OEM and/or other manufacturers if necessary + Compliance with internal workflow and administrative duties (project task reporting, timesheets, ticket open/close policy, etc) + Periodic on-call required/Providing RCA to customers + Presales support. Skills: + Excellent customer relations/service skills. + Communication both written and oral with excellent attention to clarity and delivery of information to a wide audience. + Ability to prioritize and handle multiple tasks simultaneously. + Strong analytical, reasoning and organizational and project task management skills. + Exceptional attention to detail and follow through, including proper documentation. + Ability to understand business systems technologies. + Excellent Interpersonal Skills + Self-motivated & ability to work on own or with teams + Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions. + Required certification on logger for – NICE, Verint, Avaya Loggers, WFM, WFO, Experience: + 8+ years of Implementation & Support Experience working various loggers. + Proven expertise with NICE, Verint, Avaya, - Engage, WFO, AWFO, WFM etc. + Well Versed with Contact Center portfolio + Comprehensive knowledge of technologies found commonly in a Contact Center environment. Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces.