Enablement Specialist - Tools and Telephony

You will be part of Digital Infrastructure and Transformation (DIT) Organization for Global Customer Care Center. This team serves to define the strategy and roadmap for the Care Center of the Future, support the operation teams to deliver best in class performance and drive transformation & initiatives for the Global Customer Care Center.A suitable candidate should possess below knowledge and skills to be a good fit.

• Should have good knowledge of various CCC Tools like CDAX/Omnichannel/FAW, etc.
• Should understand CCC process
• Should have knowledge about CRM and/or Telephony setup
• Should have led or contributed to the design, integration, deployment, and maintenance of any of the CCC tools/platforms like CDAX/Omnichannel/FAW/Cloud Telephony etc.
• Should be able to identify opportunities to improve current setup.
• Should be able to troubleshoot, maintain, upgrade, and provide solutions to major incidents.
• Work with business/global teams for data gathering later deploy any new enhancements/changes
• Plan capacity needs.
• Manage design changes
• Program/Project Management skills
• Strong analytical and critical decision-making skills.
• Good communication skills both verbal and written.
• Availability to work off-hours for support (only when needed).
• Self-starter and capable of working both independently and as a team player
• Must be open to work in different shifts

Preferred Skills/Certifications:

• Should have good knowledge of MS applications like Excel/PowerPoint/SharePoint etc
• Good to have a PMP or Six sigma green belt or ITIL certification