Sr. CCaaS Technician - Peraton
Washington, DC
About the Job
Responsibilities
The experienced Sr. CCaaS Technician will take ownership of tickets and incidents requiring Tier 3 level expertise and when available, assist Tier 2 level (Mid and Junior level) technicians in troubleshooting and complex MACD (move, add, change, delete) tasks.
Qualifications
Basic Qualifications
- Provide a high-level of customer service through triaging incidents and escalating when necessary. Emphasis on Customer Advocacy.
- Resolve issues for CCaaS Genesys Cloud CX incidents and requests in a timely manner, working collaboratively with primary service desk level 1 techs.
- Respond to and resolve inbound CCaaS end user ServiceNow support tickets in a timely manner.
- Able to prioritize dynamically when multiple incidents are in play, such as P1, P2 and/or P3 tickets/incidents.
- Excellent US English communication skills and able to establish trust relationship with customers, ensuring regular/timely/understandable progress updates.
- Work with system and application owners to remediate reoccurring issues.
- 3+ years’ experience with ServiceNow, Jira and Confluence (or Rally) systems.
Required Qualifications
- Bachelor’s Degree and 8 Years of relevant UC and Contact Center work experience.
- Prior Genesys Cloud CX and Genesys PureConnect Experience.
- ServiceNow (3+ years’ experience) on Ticket and Incident Management.
- Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Windows and Linux Desktops.
- Strong knowledge on Cloud based solutions (Amazon AWS, Microsoft Azure).
- 3-5 years’ experience with MS TEAMS.
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
