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    Contact Centre Support Specialist - Malaysia/Overseas/International, India - Leuwint Technologies

    Leuwint Technologies
    Leuwint Technologies Malaysia/Overseas/International, India

    Found in: Talent IN 2A C2 - 3 days ago

    Default job background
    permanent Technology / Internet
    Description

    Job Description :

    We are seeking a Contact Centre Support Specialist with extensive experience in IT, particularly focusing on Contact Centre applications within the banking/financial services sector. The ideal candidate will have a strong background in Avaya Contact Centre solutions and possess in-depth knowledge of 3-tier architecture applications.

    - Provide Level 2 support for Contact Centre applications, including understanding application architecture and interfaces, resolving production issues, and performing impact analysis.

    Conduct proactive monitoring to detect system abnormalities and prevent potential issues before they occur.


    Perform application capacity planning, performance tuning, and participate in disaster recovery exercises.


    Communicate effectively with internal IT teams, business units, operations, and external vendors.


    Troubleshoot batch issues, identify root causes, and implement preventive measures to maintain SLA compliance.


    Administer and optimize Contact Centre systems to ensure optimal performance.


    Review technical and functional solutions, recommend optimizations, and ensure adherence to established standards.


    Provide timely updates and respond to queries from business stakeholders.


    Collaborate with project/enhancement teams to review and transition solutions for operational and Experience :


    Contact Centre applications : Interactive Voice Response (IVR), softphone applications, SMS Banking.

    Operating Systems : Unix/Linux, Windows.

    Databases : MS SQL, Oracle. Application

    Servers : IIS, WebLogic, WebSphere.

    Middleware : WebLogic, CD/SSH.


    Programming Languages: Java, C++, Shell Scripting, Windows Scripting.


    Bachelor's degree in Computer Science, Information Technology, or related field.


    Minimum 7 years of overall IT experience with at least 5 years focused on Contact Centre applications in the banking/financial services industry.


    Strong knowledge of Avaya Contact Centre solutions is preferred.


    Excellent troubleshooting skills, capacity planning, and performance tuning experience.


    Ability to work collaboratively in cross-functional teams and communicate effectively with stakeholders.

    )
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