2 of 2 Remote/Hybrid IVR Jobs in Manchester

Provide 2nd line technical support for Wildix and Puzzel solutions. Investigate and resolve complex incidents escalated from 1st Line Support. Troubleshoot VoIP, call routing, IVR, contact centre workflows, reporting, and user administration issues. Perform root cause analysis and implement permanent resolutions where possible. Escalate complex issues to 3rd line teams ...

incidents and technical escalations. Excellent communication skills and confidence working directly with customers. Desirable Skills Hands-on Amazon Connect administration and configuration. Knowledge of IVR, call routing and contact centre integrations. Exposure to AWS Lambda, APIs, JSON or cloud-based integrations. Experience with ServiceNow or other ITSM platforms. ITIL certification ...