Job Summary
Looking for a skilled Calabrio Support Engineer to manage and support Calabrio applications including Call Recording, Workforce Management (WFM), Quality Management (QM), and Analytics. The candidate will be responsible for application support, troubleshooting, configuration, monitoring and ensuring smooth operations.
Key Responsibilities
- Call Recording (Calabrio ONE)
- Support and maintain call recording solutions.
- Monitor recording health and troubleshoot recording failures.
- Manage recording policies, retention, and storage.
- Coordinate with telephony teams for integration issues.
Workforce Management (WFM)
- Support forecasting, scheduling, and real-time adherence modules.
- Troubleshoot data sync issues between ACD and WFM.
- Manage user access, configurations, and business rules.
- Assist operations team with schedule adjustments and reporting.
Quality Management (QM)
- Configure evaluation forms and workflows.
- Support calibration sessions and scorecard reporting.
- Troubleshoot evaluation and playback-related issues.
- Maintain compliance and quality monitoring processes.
- Analytics & Reporting
- Generate and maintain dashboards and analytical reports.
- Troubleshoot reporting discrepancies.
- Provide insights and performance metrics to stakeholders.
- Technical Skills Required
- Hands-on experience with Calabrio ONE Suite
Strong Knowledge Of
- Call Recording Systems
- Workforce Management (Forecasting & Scheduling)
- Quality Monitoring
- Reporting & Analytics
- Understanding of ACD platforms (Cisco/Avaya/Genesys preferred)
- SQL knowledge for reporting and troubleshooting
- Basic knowledge of Windows Server & networking concepts
- Experience in log analysis and issue resolution
Soft Skills
- Strong troubleshooting and analytical skills
- Excellent communication and stakeholder management
- Ability to work independently in support environment
- Willingness to work in rotational shifts
- Good documentation skills
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