Contact Center Support Analyst

The Contact Center Support Analyst position is responsible for providing end-user support for contact center agents utilizing Cisco telephony solutions, including troubleshooting break/fix issues and managing provisioning in a Cisco-based environment. This role will also provide support for Avaya telephony products within the organization.

The Contact Center Support Analyst is responsible for managing front-line operational Move, Add, Change, Delete, and Incident tickets to support contact center agents, with a primary focus on Cisco Finesse and Cisco softphone environments. This role requires strong Windows desktop troubleshooting skills, including networking, system resource management, and audio integration (headsets and peripherals). Additional responsibilities include assessing end users’ workstation configurations, ensuring PC performance meets contact center requirements, and coordinating with vendors to maintain specifications and architectural standards.