Technical IVR Support Advisor
Job Summary
A company is looking for a Technical IVR Support Senior Advisor to provide hands-on technical support and leadership for the Contact Center L2 Production Support team.
Key Responsibilities
- Monitor incidents and facilitate bridge calls for critical job failures
- Collaborate with business and delivery teams to resolve production defects within SLA
- Design and implement automated processes/scripts for production applications and capacity management
Required Qualifications
- 10+ years of experience in a technical support role
- 5+ years of experience with vendor management in an onshore/offshore model
- Proven experience with application production support and automation
- High School Diploma or equivalent required; Bachelor's preferred
- Experience in SQL, NoSQL databases, and cloud technologies (AWS/Azure)
COMPLETE JOB DESCRIPTION
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