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About the Role
Initial Triage and Troubleshooting of Issues, using predetermined runbooks
User Management - Activation/Deactivation of Users, Profile/Permission set mgmt, Troubleshoot login issues, Password Resets etc.
Business Hrs Management
Blocking/Unblocking of Phone Numbers
Incident Communication and Reporting
eeper understanding of the customizations in the platform and support various workflows and
integration. Tier 2 support should be able to
Able to review IVR flows, address issues
Able to review and resolve Screen Recording, Voice recording issues
Able to review connectivity issues, engage with BPOs/NICE support/Orange support for advanced debugging
Able to support UAT and other testing for ongoing initiatives
Has deep understanding of Telephony including but not limited to
NICE CXone
System management/ Administration tools
Cloud connect configurations
Orange Business Talk
Voice Site (NNIs) configurations
Number Procurement
Number Porting
Amazon Connect related apps
Lambda
DynamoDB
Amazon S3 bucket
Amazon Polly
Kinesis Stream
Requirements
Qualifications:
Education level: BE/B.Tech/MCA
Experience: 5-10 yrs. experience
integration. Tier 2 support should be able to
Able to review IVR flows, address issues
Able to review and resolve Screen Recording, Voice recording issues
Able to review connectivity issues, engage with BPOs/NICE support/Orange support for advanced debugging
Able to support UAT and other testing for ongoing initiatives
Has deep understanding of Telephony including but not limited to
NICE CXone
System management/ Administration tools
Cloud connect configurations
Orange Business Talk
Voice Site (NNIs) configurations
Number Procurement
Number Porting
Amazon Connect related apps
Lambda
DynamoDB
Amazon S3 bucket
Amazon Polly
Kinesis Stream
About the Company
Cigres Technologies Private Limited is a technology consulting and services company that focuses on helping clients resolve their significant digital problems and enabling radical digital transformation using multiple technologies on premise or in the cloud. The company was founded with the goal of leveraging cutting-edge technology to deliver innovative solutions to clients across various industries.