The Contact Center Support team is responsible for the global support of the Oracle internal contact center environments.  The Contact Center Support Engineer will be responsible for the following, but not limited to\:

Day to day support and operations for the platforms as well as other call center and telephony functions across various lines of business within Oracle. 

Define, document, maintain and enforce business processes and new operational support procedures for the current Global CallCenterAnywhere (GCCA) and Next Generation Contact Center (NGCC) environments and ensure compliance with change management processes

Manage and resolve Service Requests and escalations

Ensures that incident management processes are followed and works with team members to drive improvement.

Work with Service Design and Transition teams to initiate and collaborate on projects to enhance the platform and roll out the technology to more Oracle LOBs.

The successful candidate will have strong analytical, documentation and communication skills, be well organized and have the ability to work under minimal supervision in a global, technically complex environment to deliver premiere application, technical, and operational support to the Oracle contact center customer base.

Preferred Qualifications\:

Experience with Genesys Contact Center

Prior Tech Support experience in a hosted software application or Call Center environment

Strong customer service skills and an eagerness to excel and be part of a dynamic team

Strong bias for action and ability to independently evaluate situations and identify best courses of action

Excellent judgment and the ability to handle escalated situations

Well-developed technical trouble shooting skills

Excellent written and verbal communication skills

Familiarity with basic Call Center operations and concepts

Familiarity with telephony technology concepts such as VOIP, SIP, TDM, SMS/800 is a plus

General understanding of relational database concepts