Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

As a Application Developer you'll participate in many aspects of the software development lifecycle, such as design, code implementation, testing, and support. You will create software that enables your clients' hybrid-cloud and AI journeys
* Your primary responsibilities include:
* Looking 5+ experience contact center support analyst/specialist with bachelor's or master's Degree.
* Ensure System Uptime - Maintain 24/7 availability and reliability of contact center systems.
* Monitoring & Alerts - Set up dashboards, alerts, and track SLIs/SLOs to detect and resolve issues quickly.
* Incident Response - Act as Tier 2 support, lead incident resolution, and perform root cause analysis.
* Automation - Automate routine tasks, deployments, and failover processes to reduce manual effort.
* Performance & Capacity - Optimize system performance and plan for traffic growth and infrastructure scaling.
* Platform Maintenance - Manage upgrades, patching, and security of contact center tools and infrastructure

Required education
Bachelor's Degree

Preferred education
Master's Degree

Required technical and professional expertise

* Strong knowledge on CISCO contact center platform.
* Working knowledge of ticketing tools (ServiceNow, Remedy, Jira, etc.).
* Good understanding of ITIL concepts and incident/change/problem management.
* Proficient in troubleshooting voice, chat, and email interaction issues.
* Strong communication, interpersonal, and customer service skills

Preferred technical and professional experience

* Basic scripting or SQL/Unix knowledge is a plus.
* Problem-solving mindset with attention to detail.
* Ability to work in a fast-paced, 24/7 support environment