南京招聘

 ·         Effective management of OpenScape Contact Center Infrastructure L2/L3 operations support

 ·         Configuration and administration of ASC WFM and voice recording

 ·         Incident, Problem & Service Request Management of contact center and related applications (managing Incidents/Problems, vendor escalations within Service Level Agreement and ensuring that SLA is met, as expected)   ·         Management of OSCC Contact Center Manager web, desktop, Administration Center, Design Center and Call Director and features configurations like Common Management Portal (CMP), voice subscribers, hunt groups, pick up groups, Agent Portal web and client, Contact Media Service (CMS), Analytics, Mobility, Multi-channel, Skills-based routing,  Inbound, Callback, Outbound, chat, Email handling, Presence and Collaboration 

 ·         Open Scape Contact Center reporting administration- Real-time, cumulative, activity, and historical reports ·         Participate in business and system requirements sessions.

 ·         Prioritizing and escalating with Manager on duty (MOD) to ensure timely resolution of tickets

 ·         Working with Monitoring tools and identification of events / incidents /Tasks

 ·         Ticket handling, classification, prioritization, escalation 

 ·         Change, upgrade and patch management of contact center applications

 ·         Perform activities like application health checks, Application restart, scheduled maintenance, post-implementation support, users/ agent management, backup, break fix, failures troubleshooting etc.) by following Standard Operating Procedures / Knowledge Base articles.

 ·         Managing and documenting knowledge artifacts. 

 ·         Perform route cause analysis of repeated incidents and come up solutions that help in preventing such incidents

 ·         Maintain the appropriate execution of all defect correction, release management activities and other related changes aligned to operational readiness and consistency in services.   

OpenScape Contact center (OSCC) Enterprise, ASC Recording and WFM suites, IBM Watson chat bot Genesys cloud Aspect,  Zipwire cloud contact center, UCCX OpenScape 4000, OpenScape Voice administration and routing SIP, Java, VXML, IVR, WebRTC, VoIP, MS SQL Server, IBM Informix English Lead for 10-15 team members 

   ·         ITIL Process Awareness (Incident , Change and Problem Management)

 ·         Work in a Global delivery environment

 ·         Excellent Analytical and troubleshooting skill.

 ·         Excellent in Verbal, written communication.

 ·         Willingness and flexibility to learn new technologies scale up quickly and adapt to different roles as the situation demands.

 ·         Ability to work independently, within general guidelines or best practices and manage complex technical solutions

 ·         Ability to lead and motivate a multi-skilled IT Support Team           

Styxtech Systems aims to serve global customers with convergent, digital experiences, innovation platforms and reusable assets. We strive to deliver tangible business value and experiences to our stakeholders. Providing opportunities for every individual at Styxtech Systems to learn, grow and create a career path that is suitable for professional development is one of our top priorities.
We are in 4 countries : CHINA, INDIA, UK, and Australia.