Customer Contact Communications Represen
Accenture
3 - 5 years
Bengaluru
Posted: 1/16/2025
Job Description
Project Role Description : Identify and conduct communications activities to improve agent effectiveness and increase customer satisfaction. Create focused communications to reinforce existing processes or introduce new ones. Help manage the tools used for agent communications.
Must have skills : Contact Center Technology Capabilities
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As a Customer Contact Communications Representative, you will be responsible for identifying and conducting communications activities to improve agent effectiveness and increase customer satisfaction. Your typical day will involve creating focused communications to reinforce existing processes or introduce new ones, as well as helping manage the tools used for agent communications. You will play a crucial role in ensuring effective communication within the contact center. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Develop and implement communication strategies to improve agent effectiveness. - Create and distribute communications materials to agents, reinforcing existing processes or introducing new ones. - Assist in managing the tools and platforms used for agent communications. - Collaborate with cross-functional teams to gather information and insights for communication initiatives. - Monitor and analyze the effectiveness of communication efforts and make recommendations for improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Contact Center Technology Capabilities. - Strong understanding of contact center operations and best practices. - Experience in developing and implementing communication strategies. - Excellent written and verbal communication skills. - Ability to work collaboratively in a team environment. - Good To Have Skills: Experience with customer relationship management (CRM) systems. Additional Information: - The candidate should have a minimum of 3 years of experience in Contact Center Technology Capabilities. - This position is based at our Bengaluru office. - A 15 years full time education is required. Roles & Responsibilities:- Provide ongoing technical support and maintenance of production and development systems and software products for Contact Center Technology Operations. - Troubleshoot and resolve hardware/software issues across all server and network areas. - Implement technology at the operating system-level for particular software solutions/vendors/brands. - Provide basic and intermediate level troubleshooting for configured services running on various platforms. - Collaborate with cross-functional teams to ensure timely resolution of issues and effective communication with stakeholders. Professional & Technical Skills:- Must To Have Skills: Strong understanding of Contact Center Technology Operations. - Good To Have Skills: Knowledge of Network Infrastructures and Contact Center Technologies Implementation. - Experience in providing technical support and maintenance for production and development systems and software products. - Experience in troubleshooting and resolving hardware/software issues across all server and network areas. - Experience in implementing technology at the operating system-level for particular software solutions/vendors/brands. - Experience in providing basic and intermediate level troubleshooting for configured services running on various platforms. Summary Seeking responsible candidate that can cover a broad range of Unified Communications and Contact Center disciplines. UCC Platform experience (Verint,UCC Voice,Network etc.) Solve diverse issues by analyzing information where considerable interpretation of processes is required. Willingness and desire to participate in Architectural Design reviews and new learnings. Key Responsibilities • Look into operations: Implement and support IP-based Contact Center solutions • Incident management, Change management, Problem management, Service Requests • Installation and Configuration Management/L1, L2 operations Support. • Open to learning new technologies, set priorities and adapt appropriately to changing events on projects. • Good understanding of below UCCE components - Cisco Ingress, Egress, and VXML Gateways - Cisco Unified Customer Voice Portal - Cisco Unified Contact Center Enterprise - Cisco Virtualized Voice Browser - Cisco Finesse - Cisco Unified Intelligence Center - Verint Recording Server • Co-Ordination Support for Verint Host (OS Patching, System Backup and Upgrade). • Vendor Co-Ordination (Cisco / Verint) • Verint WFM Administrative Tasks • Create and execute test plans to meet project requirements for assigned components • Provide high quality content deliverables using the appropriate document templates • Ensure solution is implemented as designed to the customers satisfaction and approval • Open to work in shifts Good To have • Relevant hands on experience in UCCE environment and recording servers along with Contact Centre certification is a plus • Understanding of Cisco routing and switching, VMWare, DNS, DHCP, Firewalls, SDWan, NTP is helpful Certifications • CCNA / CCNP15 years full time education
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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