Job Opening (Contractual) - Aspect Contact Center Engineer || Location - Rayliegh, NC || (12-18)+ Months ||

Good Morning,

I have the below mentioned Contractual Job opening with one of my client.

Please find the basic details mentioned below, I would really appreciate your help on the same. 

Designation – Aspect Contact Center Engineer

Location – Rayleigh, NC

Duration – (12-18)+ Months

·         Lead a team of onshore & offshore resources to provide L2 Support for Aspect Contact Center

·         Assigns incidents to appropriate resolution team and tracks through to completion

·         Uses troubleshooting techniques and tools to identify technical defects/issues

·         Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident

·         Clearly and concisely logs and tracks details of solutions provided to resolve customer issue, maintaining and updating appropriate databases

·         Handles customer escalations and is responsible for team customer satisfaction targets.

·         Adheres to documented daily quality metric processes

·         Analyses and reports on trends in team quality metrics, identifying and driving improvement actions

·         Maintains expert knowledge of support tools/services/applications along with future industry products and technologies

·         Responsible for co-ordination of tickets assigned to Resolution Teams; ensuring that all cases are closed within SLA.

·         Responsible for effecting improvements and maintaining team quality metrics at the required level

 Education - MCA/BE/PG Diploma in Computer Applications with 5+ years of experience

Must Skills –

·         Experience in call center design & implementation and delivery of Aspect environment.

·         Sound experience in Aspect solution set.

·         Expertise in one or more Aspect product and at least one other product family

·         Thorough understanding of ACD, PBX, CTI etc.

·         Hands-on experience of databases like Oracle, SQL Server etc.

·         Knowledge on Cisco Call Manager and VoIP architecture

 Good to Have Skills –

·         Awareness of IVR, Predictive Dialing Concepts

·         Experience in Product and Media Plug-in Development activities.

 Other Skills –

·         Demonstrable leadership skills

·         Ability to lead/mentor/train offshore resources

·         Excellent written and verbal communication skills.

·         Excellent coordination skills

Regards

Richa Srivastava
Net2Source Inc.,

MBE Certified - NMSDC

SBE Certified (State of NJ)
Phone: (201) 340 8700 ext : 409
Email: richa@net2source.com