Assistant Manager - Contact Center Transformation with GenAI and Cloud CX Expertise

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Amazon Connect
Good to have skills : Amazon Web Services (AWS)
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Tech Support Practitioner, a typical day involves serving as the primary liaison between clients and the application or system. This role focuses on maintaining high-quality service by effectively communicating with clients and internal teams to ensure smooth operation of world-class systems. The practitioner dedicates time to understanding client issues thoroughly, interpreting their needs, and designing appropriate resolutions. Collaboration and continuous monitoring of system performance are key aspects, ensuring that client concerns are addressed promptly and efficiently to uphold service excellence.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional teams to streamline issue resolution and improve system reliability.
- Mentor junior team members to enhance their technical capabilities and problem-solving skills.
- Monitor system performance and proactively identify potential issues to minimize client impact.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Amazon Connect.
- Good To Have Skills: Experience with Amazon Web Services (AWS).
- Strong troubleshooting skills related to cloud-based contact center solutions.
- Ability to analyze system logs and client reports to diagnose and resolve technical issues.
- Familiarity with cloud infrastructure and service management principles.
- Effective communication skills to translate technical information for diverse audiences.

Additional Information:
- The candidate should have minimum 5 years of experience in Amazon Connect.
- This position is based at our Pune office.
- A 15 years full time education is required.