Reporting to Senior Manager, Business Productivity, Applications Specialist – Customer Experience Systems will ensure optimal system performance and availability in a continuous and proactive fashion liaison with the contracted partners where necessary. The jobholder role is to also provide second level support for end users to receive technical support and maintenance for CX systems. This will include diagnosing, ensuring client applications availability.

Key Responsibilities:

• Backend administration of CX Systems – Cisco PCCE, ZOOM Calrec, PCS IVR and Wallboard UCM –Cluster3 and Customer Insights Analytics System.
• Dynamics CRM administration – License Management, Service Uptime, Reports Management and Workflow Maintenance
• Coordinating and working with applications vendors for escalations, upgrades, health checks and maintenance reviews for CX systems.
• Planning and budgeting for system related requirements
• Perform work in compliance within specified security and warranty requirements
• Perform and participate ongoing performance tuning, required upgrades and resource utilization as required.
• Create and maintain documentation as it relates to system configuration, mapping, and processes
• Planning and Organizing DR test exercises
• Planning, Scheduling and organizing of monthly Service review meetings with system vendors