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.