The Job

Track Manager - Cisco Contact Center

Teknik, data och digitalt · IT-infrastruktur och säkerhet · DevOps · Systemteknik

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I korthet

HCLTech is seeking a senior Track Manager for Cisco Contact Center in Chennai, Tamil Nadu. The role involves providing production support for Genesys Cloud and Verint WFM, managing incidents, service requests, and changes with a strong adherence to ITIL processes. Key responsibilities include SLA governance, escalation management, and driving continuous service improvement.

Ansvarsområden

  • Provide production support for the Genesys Cloud contact center platform and integrated Verint WFM functions.
  • Govern the SLA and handle escalation management.
  • Drive continuous service improvement in accordance with Customer processes.

Krav

  • Strong in incident, service request, and change management.
  • Proficient in RCA and ITIL processes.
  • Ability to update SOP/KEDB and maintain them.

Önskade kvalifikationer

  • As a senior resource, should govern the SLA and handle escalation management.
  • Experience with Cisco Contact Center, Genesys Cloud, and Verint WFM.

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#Cisco Contact Center#Genesys Cloud#Verint WFM#ITIL#SLA Management#Escalation Management#Service Improvement
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Chennai, India

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