Staff Technology Services Engineer
Walmart
Chennai, Tamil Nadu, India
What you'll do... About Team: As a part of Contact Center tech team in India that works on building solutions various business functions for multiple Walmart markets, your design and solution will have a significant impact on day-to-day running of Walmart. You will be challenged with unparalleled complex business problems that spans across multiple countries, large number of users and data. What you'll do: Provide expert level technical support to resolve issues, working with end users, SMEs, and vendors. Support call center configuration items such as security, call flow routing, IVR routing, text, chat, and email channels. Monitor performance, capacity and availability of the contact center infrastructure Execute on established procedures as it relates to incident, change and event management Provides daily/weekly / monthly reports on service desk production and issue trends. Proven ability to design, implement, and maintain VoIP implementations in larger organizations Provides enterprise communications on outages or Severity 1 issue. What you'll bring: 5 years’ experience supporting NICE inContact (CXone) Contact Center solution. Strong experience with ACD, skill-based routing, call recording/screen recording, speech analytics, IVR, chat, text email and workforce management (WFM) Solid understanding of call flows, scripting, and design within CXone Studio Highly skilled with ServiceNow reporting/dashboards and workflows Certification in Cisco or Avaya collaboration engineering. Experience with telephony protocols such as SIP, TCP/IP, H323, QoS, etc. Knowledge of monitoring and visualization tools like Grafana and Prometheus. Familiarity with Oracle CGBU network systems configuration and troubleshooting
