Senior MS Genesys Contact Center Specialist

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Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA
As a Collaboration Managed Services Engineer (L4) at NTT DATA, you will play a pivotal role in ensuring that our clients' IT infrastructure and systems remain operational. In this advanced engineering role, you'll oversee, monitor, investigate, and resolve escalated technical incidents, proactively manage client requests, and apply technical process knowledge to deliver immediate resolutions, all while maintaining critical service level agreements (SLAs).

You will be actively engaged in monitoring work queues and providing high-level technical support. Your work will involve identifying, investigating, and analysing issues and errors before they occur, logging all incidents promptly, and capturing all necessary information for swift resolution. You will provide fourth-level support, tackling escalated incidents and requests that third-line engineer teams are unable to resolve.

Collaboration and knowledge-sharing are integral to your role. You'll work closely with other teams and clients, not only extending support but also documenting and disseminating knowledge to enhance problem resolution processes across the board. You will act as an emergency support contact for critical client and business-impacting issues, ensuring smooth shift handovers and timely escalations to management when needed.

In addition to troubleshooting, you will support, track, and document change implementation, contributing to efficiency optimization and automation of routine tasks. By gathering relevant information and utilizing advanced troubleshooting tools, you'll resolve complex issues in unique client environments. You will also mentor Service desk, Operations Centre, and L3 teams, performing quality audits and driving continuous improvement.

To thrive in this role, you need to have:

Deep technical skills in relevant functions with a passion for exceeding client expectations.
Advanced proficiency in change management processes with the ability to plan, monitor, and execute changes effectively.
Extensive experience in advanced Managed Services, ticketing tools (preferably ServiceNow), and large Global Enterprise client outsourcing projects.
Comprehensive understanding of IT industry standards for service management and emerging technology trends impacting IT operations.
Excellent written and verbal communication skills, capable of working across different cultures and social groups.
Strong ability to plan activities and projects in advance, adapting to changing circumstances with a positive outlook.
Ability to thrive in a high-pressure environment, working long hours when necessary to achieve results.
Active listening techniques and a client-first approach to create a positive client experience.
An advanced degree or relevant qualification in IT/Computing, with a preference for a master’s in computer science or equivalent.
Advanced certifications relevant to the partner collaboration tools supported.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Third parties fraudulently posing as NTT DATA recruiters

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.

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