Lead Consultant with Enterprise Mobility Solution

Job Description

Requirements
Contact Center Support Engineer (L1) Contact Center Operations Support experience. Microsoft Dynamics 365 Contact Center knowledge (preferred). Hands-on experience in at least one contact center platform: · Microsoft Dynamics 365 CC · Genesys Cloud · Amazon Connect · NICE CXone User-level troubleshooting and fault isolation. Understanding of voice and digital contact center workflows. Incident and Service Request Management. Strong communication and stakeholder management skills. Nice to have skills: Contact Center Support Engineer (L1) IVR troubleshooting. SIP/VoIP fundamentals. Contact center reporting and monitoring. Network troubleshooting (WAN/LAN, CCNA knowledge). CRM integration awareness. Azure Communication Services exposure. Microsoft Dynamics Omnichannel experience. Certification in any Contact Center platform. Detailed Job description: Contact Center Support Engineer (L1) Serve as the first point of contact for contact center support incidents and service requests. Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels. Monitor contact center operations and identify service-impacting issues. Log, classify, prioritize, and track incidents through resolution. Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation. Coordinate with business users, operations teams, telecom teams, and technology stakeholders. Support agent desktop, routing, IVR, omnichannel, and reporting-related issues. Maintain knowledge articles, operational runbooks, and support documentation. Participate in shift-based and on-call support as required