We are looking for a consultant with 6-8 years experience from working with effective management of OpenScape Contact Center Infrastructure L2/L3 operations support and that have been working with configuration and administration of ASC WFM and voice recording.
For this roll It is important to have experience with Incident, Problem & Service Request Management of contact center and related applications (managing Incidents/Problems, vendor escalations within Service Level Agreement and ensuring that SLA is met, as expected).
Management of OSCC Contact Center Manager web, desktop, Administration Center, Design Center and Call. Director and features configurations like Common Management Portal (CMP), voice subscribers, hunt groups, pick up groups, Agent Portal web and client, Contact Media Service (CMS), Analytics, Mobility, Multi-channel, Skills-based routing, Inbound, Callback, Outbound, chat, Email handling, Presence and Collaboration.
Open Scape Contact Center reporting administration- Real Time, cumulative, activity, and historical reports.
The Consultant will be asked to participate in business and system requirements sessions and prioritising and escalating with Manager on duty (MOD) to ensure timely resolution of tickets. Working with Monitoring tools and identification of events/incidents/Tasks. Ticket handling, classification, prioritization, escalation. Change, upgrade and patch management of contact center applications. Perform activities like application health checks, Application restart, scheduled maintenance, post-implementation support, users/agent management, backup, break fix, failures troubleshooting etc.) by following Standard Operating Procedures/Knowledge Base articles.
It is required to have experience with these technologies and practices:
-OpenScape Contact center (OSCC) Enterprise
-ASC Recording and WFM suites
-IBM Watson chat bot
-OpenScape Voice administration and routing SIP
-MS SQL Server
This is an English-speaking position, but it would be advantageous to also have good knowledge and understanding of German.