Contact Center Support Analyst

Role Responsibilities:

• Manage front-line operational Move, Add, Change, Delete, and Incident tickets to support contact center agents, primarily in Cisco Finesse and softphone environments.
• Coordinate with vendors to maintain workstation specifications and architectural standards, ensuring PC performance meets contact center requirements.
• Train contact center agents on Cisco Finesse, softphone, and headset usage to enhance operational efficiency.

Technical Expertise:

• Utilize 2+ years of experience supporting Cisco contact center environments, including CUCM, Finesse, and Jabber, with strong knowledge of agent line provisioning and dial plan fundamentals.
• Apply working knowledge of Avaya IP Telephony, including Communication Manager and CMS, for provisioning and troubleshooting endpoints and understanding vector/VDN routing logic.
• Troubleshoot audio quality issues involving codec settings, QoS, jitter, latency, and headset compatibility with Cisco endpoints.

Operational Support:

• Use ITSM ticketing systems like ServiceNow and endpoint monitoring tools such as Aternity for diagnosing voice quality and performance issues.
• Demonstrate problem-solving skills with a strong troubleshooting methodology, mentoring team members, and fostering collaborative team dynamics.
• Maintain proficiency with MS Office applications and Windows OS, including Task Manager diagnostics, Event Viewer analysis, and network adapter configuration.