LCM Engineer

· Good Knowledge in LCM.

· Identifying the incident and making necessary corrective action.

· Understand the client's business needs in order and work on the incidents/changes requested.

· Adherence to SLAs for incidents raised.

· Providing on call support over the weekend.

· Analytical Thinking, Problem solving and troubleshooting skills.

· Good contact center knowledge and its components like ACD, CTI, Dialer, Logger, etc.

· Level 1 & Level 2 support to the existing setup deployed across DC's. This involves,

· identifying the incident and making necessary corrective action.

· Work in Shifts and provide on call support over the weekend.

· Analytical Thinking, Problem solving and troubleshooting skills.

· Troubleshoot on SQL skills on MS SQL Server

· Need to follow BFL Info-sec policies and audit mechanism.

· Execution and configuration related to new business onboarding on LCM, and integration with Cisco and SFDC.

· Morning Check list for all components agreed and suggested by BFL.

· Inventory management for all components related to LCM

Connecting remotely to the end user system to try to resolve or diagnose the problem in LCM and CTI, connect end users through phone, WebEx and email