Frontend Tech Sp - Engr

Key Relationships/Key Customer

External: Customers / Business Partners

Internal : Technology Team Customer NOC Team Compliant Management team Relationship Management team Regional CSO teams Product Team

Geographic :

No. of reports (direct & indirect)- if any :

Why position exists?

Job Responsibilities

Drive efficient contact center operations, focussed on resolution of non-technical complaints.

• Possess hands-on knowledge of contact center technology, with exposure to IoT and cloud

products like SaaS and PaaS. Must be familiar with hosted infrastructure, including ACD, IVR, and Logger systems, as well as IVR and queue management. Take prompt actions to manage incidents related to hosted infrastructure and media, ensuring continuous contact center uptime

• Optimize the efficiency of the Tester desk, focusing on maximizing first-time resolution.
• Effectively manage and resolve Senior Leadership Team (SLT) escalations
• Implement system corrections and automation strategies to reduce contact center and non[1]technical complaint volumes
• Ensure close monitoring of aging cases and drive adherence to SLAs for complaints and

requests.

• Conduct RCA and implement Corrective and Preventive Actions in collaboration with cross[1]functional teams to reduce customer complaints and improve resolution times.
• Identify process gaps, drive re-engineering efforts, ensure new processes are implemented

effectively, and measure their efficacy

• Ensure quality responses and resolutions for all customer interactions.
• Maintain data accuracy and ensure robust reporting practices.
• Foster strong interlocks with internal and external stakeholders
• Oversee vendor relationships and ensure alignment with operational goals.