Contact Center Support Analyst

The Contact Center Support Analyst position is responsible for providing end-user support for contact center agents utilizing Cisco telephony solutions, including troubleshooting break/fix issues and managing provisioning in a Cisco-based environment. This role will also provide support for Avaya telephony products within the organization.

The Contact Center Support Analyst is responsible for managing front-line operational Move, Add, Change, Delete, and Incident tickets to support contact center agents, with a primary focus on Cisco Finesse and Cisco softphone environments. This role requires strong Windows desktop troubleshooting skills, including networking, system resource management, and audio integration (headsets and peripherals). Additional responsibilities include assessing end users’ workstation configurations, ensuring PC performance meets contact center requirements, and coordinating with vendors to maintain specifications and architectural standards.

• 2+ years proficiency with Windows desktop troubleshooting, including network connectivity (DNS, DHCP, VPN), system resource usage (CPU, memory, disk), audio device integration (USB/Bluetooth headsets, sound drivers), and peripheral management.
• Working knowledge of ITSM ticketing systems (e.g., ServiceNow) and endpoint monitoring tools (e.g., Aternity, Nectar) for diagnosing voice quality and performance issues.
• Strong interpersonal skills (oral and written) for collaboration with peer technical support groups and end users.
• Remote Agent Support: ability to assess and troubleshoot remote workers’ home network configurations, VPN connectivity, audio quality, and Cisco softphone/Finesse performance, with a strong customer service focus. 
• 2+ years of experience supporting Cisco contact center environments, including Cisco Unified Communications Manager (CUCM), Cisco Finesse, and Cisco Jabber.
• Strong working knowledge of Cisco Finesse agent desktop, Cisco softphone configuration, and Cisco CUCM administration, including agent line provisioning, device profiles, and dial plan fundamentals.
• Experience with Avaya IP Telephony, including Avaya Communication Manager, Avaya System and Session Manager, and Avaya CMS; familiarity with vector/VDN routing logic and IP design and maintenance.
• Knowledge of Avaya system installation and management, including Avaya One-X software for telework support and fundamental knowledge of voice mail systems.
• Ability to provision and troubleshoot Avaya endpoints for end users, including Move, Add, Change, and Delete operations in an Avaya environment.
• General understanding of CRM platforms and their integration with contact center telephony systems; ability to troubleshoot agent-side CRM and softphone interoperability issues.
• Experience troubleshooting audio quality issues in contact center environments, including codec settings, QoS, jitter, latency, and headset compatibility with Cisco endpoints.
• Familiarity with contact center supporting technologies such as call recording, workforce management, and reporting/analytics platforms.
• Organizational and technical documentation skills
• Problem-solving experience with strong troubleshooting methodology; ability to mentor and motivate team members and demonstrate collaborative team dynamics. Training contact center agents on Cisco Finesse, softphone, and headset usage is required.
• Proficiency with MS Office applications and Windows operating systems, including Task Manager diagnostics, Event Viewer analysis, network adapter configuration, and Group Policy familiarity.
• Working knowledge of Cisco CUCM administration tools, bulk provisioning utilities, and agent phone configuration workflows.

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