Job Description
**Job Description:**
Job Description:
About the Team:
Contact Center Tier 1.5 Team, Supports contact center applications providing 24x7 support for
our agents who intern support our external customers. like Avaya OneX/Softphones, Coral
Voice/Chat, Qfiniti, SingleCTI, Genesys, etc. This team front ends all contact center issues
reported by agents and their supervisors. This team also conducts morning shakeout of all
applications before all major contact centers open for business and to support all Teams
Channels for quick response to experts. This team will also help monitor all alerts and
dashboards and proactively engage the next tier team during outages. This team resolves issues
related to above applications and involves Tier 2 and Call to work teams if needed. The role of
the team will be further enhanced to support other contact center applications in the future.
About the J...
Job Description:
About the Team:
Contact Center Tier 1.5 Team, Supports contact center applications providing 24x7 support for
our agents who intern support our external customers. like Avaya OneX/Softphones, Coral
Voice/Chat, Qfiniti, SingleCTI, Genesys, etc. This team front ends all contact center issues
reported by agents and their supervisors. This team also conducts morning shakeout of all
applications before all major contact centers open for business and to support all Teams
Channels for quick response to experts. This team will also help monitor all alerts and
dashboards and proactively engage the next tier team during outages. This team resolves issues
related to above applications and involves Tier 2 and Call to work teams if needed. The role of
the team will be further enhanced to support other contact center applications in the future.
About the J...
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