Enterprise Contact Center Support Specialist 

This job is with Accenture, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Ready to join Accenture's team of empowered people? We're looking for candidates with the following skills and experience for this role. Do you fit the profile? If you do, we'd love to hear from you!

In adherence to Accenture's process of Identity Verification, your resume or CV must include your photo to ensure the accuracy of your application.

Who We Are:

Accenture in the Philippines is a pioneer in Accenture's global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture's global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.

Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients' challenges. Our inclusive, diverse, and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.

What's in it for you?

At Accenture you will work on meaningful and innovative projects, powered by the latest technologies. You'll be immersed in industry best practices such as event-driven architectures and domain-driven designs. Accenture will continually invest in your learning and growth. You'll work with Accenture's certified practitioners, and Accenture will support you in growing your own tech stack and certifications.

We are looking for a versatile Enterprise Contact Center Support Specialist to maintain and support a wide range of our critical business and communication platforms. The ideal candidate will be responsible for system administration, user support, and security across multiple systems including Twilio, Calabrio, Nuance, and Verint. This role requires a proactive problem-solver who can manage everything from server and hardware support to identity access management and security patching, ensuring the stability and efficiency of our integrated platforms.

Roles And Responsibilities:

• Contact Center Platform Management: Oversee the configuration and daily operations of our contact center software, including queue management, routing logic, and data integration with internal tools.
• Workforce Optimization Support: Provide technical support for our workforce management and quality assurance platforms, including server maintenance, user administration, and troubleshooting of system recordings.
• System & Hardware Administration: Perform hardware support, operating system maintenance, and regular security patching across a variety of integrated business applications and tools.
• IVR & Announcement Management: Administer the Interactive Voice Response (IVR) system, including managing announcement recordings and system availability statuses.
• Automation & Process Improvement: Develop and oversee the creation of automated workflows to improve operational efficiency.
• Identity & Access Management: Manage user permissions and team configurations across all supported platforms to ensure adherence to security policies.
  
  

Qualifications:

Job Qualifications:

Qualifications

• Proven experience managing and supporting communication platforms like Twilio and Nuance.
• Strong background in server, hardware, and operating system support.
• Experience with Workforce Management (WFM) systems, preferably Alvaria.
• Knowledge of contact center recording and analytics tools such as Calabrio and Verint.
• Familiarity with identity and access management principles and practices.
• Demonstrated ability to perform security patching and maintain system integrity.
• Experience with automation tools and platforms like Terraform is a plus.
• Excellent troubleshooting and problem-solving skills across diverse software and hardware environments.
  
  

Additional Requirements:

• The candidate should have minimum 2-5 years of experience in Contact Center support
• This position is based at our Manila office
  
  

What We Believe:

All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

Our position as partner to many of the world's leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.

Accenture is committed to providing equal employment opportunities for persons with disabilities. Please let your recruiter know if you require reasonable accommodation to enable your participation in the recruitment process, they will be happy to assist you.

What's in it for you?

• Competitive Total Rewards (Compensation, Performance Bonus, 13th Month Pay, Day 1 HMO & Life Insurance Coverage)
• Expanded maternity leave up to 120 days*
• Expanded paternity leave up to 30 days*
• Flexible Working Arrangements*
• Healthy and Encouraging Work Environment
• Company-sponsored trainings like upskilling and certification
• Employee Stock Purchase Pan
• Loyalty and Christmas Gift
• Inclusion and Diversity Benefits
• Car and housing plan*
• Terms & Conditions apply
  
  

Equal Employment Opportunity Statement:

All employment decisions shall be made without regard to age, race, creed, color, religion, gender, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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