Contact Center System Specialist

This position will be responsible for providing technical support for contact center applications, telephony systems, and supporting infrastructure within a fast-paced call center environment. The role ensures the availability, performance, and reliability of contact center technologies to minimize operational disruptions and maintain service levels.

• Provide first-level and second-level contact center related technical support to users via phone, email, remote access, or in-person.

• Maintain accurate records of support requests, incidents, and resolutions using a ticketing system.

• Partner with regional business stakeholders, vendors, and service providers to identify root causes, resolve operational issues, and deliver system improvements.
• Manage communication channels user provisioning, moves, adds, and changes across multiple locations.
• Deliver regional support for Contact Center communication systems, including Avaya, NICE, and related communication technologies.

• Ensure compliance with company IT policies, security standards, and procedures

• · Manage communication channels user provisioning, moves, adds, and changes across multiple locations.