Solutions Engineer, Contact Centre
Job Title: Contact Center Solutions Engineer Location: Chennai
Work Type: Hybrid
Exp: 5 to 15 Years
Overview:
TekWissen is a global workforce management provider throughout India and many other countries in the world. The below client is a global company with shared ideals and a deep sense of family. From our earliest days as a pioneer of modern transportation, we have sought to make the world a better place – one that benefits lives, communities and the planet
Position Description:
The Contact Center Solutions Engineer role is a pivotal position responsible for ensuring the reliability, performance, and innovation of enterprise-wide contact center technologies. The ideal candidate will possess strong expertise in Call Recording, Speech Analytics, and Dialer Platforms, with a focus on Nice CXone and Verint Cloud solutions.
This position offers the opportunity to work across global client Credit and client Motor contact centers, implementing advanced capabilities that enhance customer experience, agent productivity, and operational efficiency. Candidates who excel in technical problem-solving, cross-functional collaboration, and contact center system optimization will thrive in this dynamic and impactful role.
Key Skills
Core Technical Skills
Contact Center Platforms: Nice CXone (CCaaS), Verint Cloud Platform
Call Recording & Speech Analytics: Configuration, Integration, and Optimization
Dialer Technologies: Auto Dialer configuration, campaign management, and performance tuning
System Integration: API and data integration with CRM, telephony, and workforce management systems
Upgrades & Maintenance: Platform patching, version management, and health monitoring
Cloud Technologies: Understanding of cloud-hosted contact center environments and connectivity
Operational & Support Skills
Incident & Problem Management: Root cause analysis and resolution in real-time environments
On-call & Rotational Support: Availability for off-hours and weekend support as required
Performance Monitoring: Ensuring system uptime, scalability, and security compliance
Documentation & Governance: Maintaining technical documentation and change management records
Soft Skills
Strong analytical and troubleshooting skills
Excellent communication and collaboration across technical and business teams
Ability to work under pressure in 24x7 operational environments
Proactive mindset focused on continuous improvement and customer experience
TekWissen® Group is an equal opportunity employer supporting workforce diversity.
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