Contact Center Support Analyst

Role Overview

• 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.
• Providing support for Avaya telephony products within the organization.
• 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.
• Strong Windows desktop troubleshooting skills, including networking, system resource management, and audio integration (headsets and peripherals).
• Assessing end users’ workstation configurations, ensuring PC performance meets contact center requirements.
• Coordinating with vendors to maintain specifications and architectural standards.
• Works US hours: Monday-Friday 8am to 5pm EST.

Requirements

• 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.

Tech Stack

• DNS
• ITSM
• ServiceNow