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Xerox Contact Center Support Analyst in Cary, North Carolina

Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

Learn more at www.xerox.com and explore our commitment to diversity and inclusion! at https://www.xerox.com/en-us/jobs/diversity

Purpose:

The Contact Center Support Analyst will be responsible for the following:

  • Facilitate and/or provide Telecom support for XeroxContact Centers. Supplement existing Xerox resources to provide both necessaryproduction activity and time zone coverage required.

  • Facilitate and/or provide daily maintenance andadministration of the telecom applications and routing plans in support of theXerox Contact Centers, including interfaces with, and call routing to,off-shore locations.

  • Provision for 'on call' coverage/support to be included.

  • Resource will co-reside within the physical competencycenter and provide day-to-day maintenance and administrative support for usersof the third party Avaya iPBX system, Verizon's Network Manager and theAT&T Route-IT products.

  • As it pertains to the Avaya iPBX platform, VerizonNetwork Manager and the AT&T Route-it within the XDX Call Center SupportTeam:

  • Adding, deleting, modifying Agents

  • Creating, deleting, modifying Agent groups

  • Creating, deleting, modifying super groups

  • Creating, deleting, modifying call control tables

  • Creating, deleting, modifying applications

  • Creating new English announcements

  • Creating speed dials

  • Closing/re-routing for holidays

  • New toll-free numbers and/or terminations

  • Emergency updates to logical call routing (Emergencies in this case refer to situations such as building, health, and

safety issues that prevent the call center from following the standard engagement process.)

  • Documentation creation/maintenance

  • Remote troubleshooting of end users Avaya

  • Remote troubleshooting of end users' Avaya apps as it pertains to the telecom platforms leveraged by the Xerox XTIM/ CCPT TeleNetwork Control Center Team.

On Call Resource Provision:

Worker will participate in the On-Call rotation as an emergency resource. The On-Call is defined as being ready to handle a situation by carrying a mobile device or laptop computer to handle and monitor issues 24 X 7.

Candidate Education:

Graduation in specialized field (Example: Bachelor of Engineering etc.) Bachelor’s Degree

Professional Certifications:

Preferred LSS Green Belt online training required.

Additional Role Requirements:

ITIL V3 - Completion of prescribed foundation eLearning courses is required for all positions.

Certification may be required for some positions; see your mgr. for guidance.

Business Acumen:

Completion of prescribed foundation eLearning courses ( Principles of Accounting and Finance for Non-financial Professionals) is required for all positions.

Risk:

Intermediate understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA, SOX, SOD, DR, BCAP, etc…)

Network Services:

Open Systems Interconnection (OSI) model, Wired and Wireless Networks, LANs / WANs / VPNs, Switches / Routers / Load Balancers

Firewalls, Security, Capacity and Performance Management

Voice Services:

Analog vs Digital Voice, Legacy Telephony, Ability to translate end user requirements into global solutions, features, functionality, Toll Free , etc…

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Title: Contact Center Support Analyst

Location: North Carolina-Cary

Requisition ID: 20000699

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