Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.
Contact Center Support Analyst
Facilitate and/or provide Telecom support for Xerox Contact Centers. Supplement existing Xerox resources to provide both necessary production activity and time zone coverage required.
Facilitate and/or provide daily maintenance and administration of the telecom applications and routing plans in support of the Xerox Contact Centers, including interfaces with, and call routing to, off-shore locations.
Provision for ‘on call’ coverage/support to be included.
Resource will co-reside within the physical competency center and provide day-to-day maintenance and administrative support for users of the third party Avaya iPBX system, Verizon’s Network Manager and the AT&T Route-IT products.
As it pertains to the Avaya iPBX platform, Verizon Network Manager and the AT&T Route
it within the XDX Call Center Support Team:
– Emergency updates to logical call routing (Emergencies in this case refer to situations such as building, health, and safety issues that prevent the call center from following the standard engagement process.)
– Documentation creation/maintenance
– Remote troubleshooting of end users Avaya
– Remote troubleshooting of end users’ Avaya apps as it pertains to the telecom platforms leveraged by the Xerox XTIM/ CCPT TeleNetwork Control Center Team.
Graduation in specialized field (Example: Bachelor of Engineering etc.) Bachelor’s Degree