Senior Administrator - Cisco Contact Center

Job Summary

The Senior Administrator in Support & Operations will play a critical role in delivering advanced technical support and effective troubleshooting for complex incidents within the Cisco Call Center environment. This position is pivotal in ensuring a seamless customer experience, enhancing operational efficiency, and maintaining high-quality standards in line with regulatory requirements.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Company Policies In Daily Operations, Ensuring Compliance And Excellence In Service Delivery.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts By Conducting Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance And Knowledge.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Other Support Teams, Ensuring Seamless Operations And A Robust Security Posture.
5. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases, While Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Cisco Call Center Technologies And Support Practices.
2. Strong Understanding Of Troubleshooting Methodologies And Root Cause Analysis.
3. Excellent Communication And Interpersonal Skills To Effectively Collaborate With Teams And Engage With Customers.
4. Familiarity With Quality Standards And Regulatory Requirements In The Support Domain.

Other Requirements

1. Cisco Certified Network Associate (Ccna) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable