Enablement Specialist for Tools and Telephony

Enablement Specialist for Tools and TelephonyDescription -Job SummaryYou will be part of Digital Infrastructure and Transformation (DIT) Organisation for Global Customer Care Center.This team serves to define the strategy and roadmap for the Care Center of the Future, support the operation teams to deliver best in class performance and drive transformation & initiatives for the Global Customer Care Center.A suitable candidate should possess below knowledge and skills to be a good fit.Should have good knowledge of various CCC Tools like DAX/Omnichannel/FAW, etc.Lead/contribute to the design, integration, deployment, and maintenance of key CCC tools and platforms.Should understand CCC processShould have knowledge about Telephony setupResponsible for deployments and enablement for different CC tools and Telephony• Provide RCA on Unplanned downtimes for Tools & Telephony• Track, monitor & report operational issues through resolution• Act as Single Point of Contact for SBMs, HP Contact center & External Partner Operations management on real-time status update• Analyzes and identifies areas of improvement & share with APJ contact center senior management• Work on Scheduled Shutdown process with the Partners• Maintain close, positive rapport and teamwork relationship with Partners, Forecasting, Reporting, Category and other relevant teams• Work closely with Stakeholder on Contingency Planning & ensure Business ContinuityWork on Change requests for different tools and platformsAdvanced troubleshooting skillsStrong analytical and critical decision-making skillsGood communication skills both verbal and written• Good Process and Tools knowledge for different regions• Good Presentation SkillsIdentify opportunities to improve current setup.Preferred Skills:PMP CertificationCertified Six Sigma Green BeltExin Cloud Computing (Cloud Computing Fundamentals)ITIL FoundationMS Office 365Job -ServicesSchedule -Full timeShift -No shift premium (India)Travel -Relocation -Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement