Contact Center Platform Analyst  

Key Responsibilities
Your primary responsibilities will be centered on request fulfillment and incident troubleshooting.

• Calabrio Support: Handle user administration tasks including agent setups and permission setups. Perform initial troubleshooting of recording issues.
• Nuance Support: Provide support for the Nuance Admin Console, assist with announcement recording, and manage OpenClose functionalities.
• Identity Management: Manage agent permissions and team configurations to ensure proper access and team structure.
• Hardware/OS Support: Conduct initial troubleshooting for hardware and OS issues on various platforms, including Avaya, Dtools, Sprinkler, and Verint.

Work Set-up: Hybrid (2x a week RTO)

Required Skills & Qualifications
• 3+ years of experience in an IT support, help desk, or systems administration role.
• Strong customer service orientation and excellent communication skills.
• Experience with user account management and setting permissions in enterprise applications.
• A logical approach to troubleshooting technical issues.
• Associate's or Bachelor's degree in a related field, or equivalent hands-on experience.

Desired Qualifications
• Direct experience supporting contact center software such as Calabrio, Nuance, or Avaya.
• Familiarity with ITIL service management principles.
• Experience supporting a remote or work-from-home workforce.