Contact Center Technologies Implementation SW/Application Tech Support Practitioner

About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services-all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 514,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com
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• Project Role :SW/Application Tech Support Practitioner
• Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
• Management Level :9
• Work Experience :6-8 years
• Work location :Bengaluru
• Must Have Skills :Contact Center Technologies Implementation
• Good To Have Skills :No Technology Specialization
• Job Requirements :
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  • Key Responsibilities : a:Operations support experience for Large Contact Centre SME support, preferably Cisco UCCE b: Customer handling escalations management c: IVR application build/Support experience d: Abreast with vendor security bulletins e:Skilled to mitigate vulnerabilities, liaise with vendors to fix vulnerabilities f: Good Technical Acumen, equipped with current trends in Contact Centre space: g: Cloud Knowledge AWS, Azure h: Scripting Python, Java i: OS: Windows Server, RedHat Linux, VMWare
    
  • Technical Experience : a: To handle 24/7 Operations as per shift timings including week end support b: To perform L2 and L3 troubleshooting readily and update the tickets in timely manner c: Pass on the tickets / incident details to the next level of escalation within the team without breaching the SLA
    
  • Professional Attributes : a: 6 years experience b: Strong analytical and communication skills written, interpersonal, and c: presentational required d: Ability to lead troubleshooting calls involving senior stakeholders from Accenture / Clients
    
  • Educational Qualification : a: Minimum Bachelors degree b: Relevant Vendor/Technology certifications preferred

15 years of full time education