What are the responsibilities and job description for the Technical Specialist position at Servion Global Solutions?
We are looking for an SME with 8 to 12 years of experience in Contact Center technologies and DevOps operation, Hands-on experience with CCaaS platforms such as Genesys, Cisco, and NICE and Experience managing production environments and enterprise customers.
Technical Expertise:
Strong understanding of: Contact Center Architecture, IVR / Routing, Voice AI / Workforce Optimization & Omnichannel contact center environments
Experience with:
- Cloud contact center platforms
- API integrations and system integrations
- Monitoring, observability, and operational tooling
- Knowledge of ITIL & Agile principles.
Leadership
- Experience leading technical support teams (L1/L2), supporting Technical Account Manager & Client Success Teams.
- Strong ability to mentor engineers and drive operational excellence.
- Experience managing customer-facing engagements and escalations.
Preferred Qualifications
- Experience with Genesys Cloud, Cisco WebEx CC, NICE CXone.
- Knowledge of DevOps automation, scripting, and CI/CD practices.
- Familiarity with cloud platforms (AWS / Azure / GCP).
- ITIL Certification or similar operational frameworks.
- Experience working with global enterprise customers.