Workforce Optimization

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Multiskilled resources required. Having relevant experience. Well versed with Physical DC Infra and different OS or devices like Servers/Networks/Firewall/Storage etc.

Vendor coordination, SLA management, reporting

Location -London, UK

Onsite role

Workforce Optimization

Job Description

Profile/Role Description

• Expert level understanding of Contact Center Components, solutions, Call flow and Integrations.
• Excellent understanding in Workforce Optimization solutions like Quality Management, Workforce Management, Analytics and Reporting. (Calabrio/Verint/NICE/Zoom etc.)
• Strong Experience with standard Call recording technologies
• Strong Experience with Contact Center Solution Integrations with Workforce Optimization suites. (Calabrio/Verint/NICE/Zoom etc.)
• Experience in monitoring and mentoring of L1/L2 teams and handling L3 level escalations in Calabrio WFO solutions.
• Experience in training BAU Team on learnings, case studies and other solutions.
• Experience in handling Severity 1 situations, troubleshoot on-call with Customer to resolve the issue and articulate the RCA.
• Provide Level 3 support to Operations and Delivery to drive incident resolution.
• Provide Recommendations to improve Contact Center platform stability.
• Perform Sizing and Capacity management of Calabrio WFO Solutions.
• Define Reporting, Monitoring and Alarming requirements according to best practices.
• Analyzing the Patches released for WFO related components.
• Consult on high severity incidents and complex work orders.

Analyzing and assisting with planning and implementation of WFO suit upgrades, patches, and enhancements.

• Should be ready to work in 24/7 business support environment.

WFO Solutions skills:

• Quality Management - Calabrio/Verint/NICE/Zoom (All versions)
• Workforce Management - Calabrio/Verint/NICE/Zoom (All versions)
• Analytics - Calabrio/Verint/NICE/Zoom (All versions)

Professional Skill Requirements

• Ability to work in large teams and manage project milestones.
• Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.
• Consult on preventive maintenance activities to ensure platform stability.
• Identify opportunities to drive platform efficiencies.
• Proactively manage platform and component life cycle to ensure stability and interoperability (at points of integration)
• Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
• Performs advanced troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.
• Initiates network improvement recommendations based upon experiences in Contact Center
• Performs Root Cause Analysis & Track and update key performance metrics.
• Act as a point of contact for all service delivery issues/ pending work/ escalations
• Provide team support and process improvements through individual contributions.
• Maintain and Update Knowledge Base and documentation & initiate and implement processes improvements.
• Perform change management in accordance with change management procedures.
• Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem-solving skills.
• Should be aware of ITIL process.

Basic Qualifications

• Bachelor’s degree in related field or equivalent experience
• Minimum of 8-10 years of experience