Toa Lead

Job Description: •Hands-on experience in ServiceNow / RightNow modules along with modules like TOA (or other modules in CX stack)
•Experience of having worked with additional ERP modules is preferred but not mandatory
•Extensive experience in administrating and maintaining the contact centre solution using Oracle Service Cloud
•Expertise in configuring the agent desktop and automating business processes using contextual workspaces, workflows, agent scripting & business rules
•Expertise in customizing standard pages as well as building custom functionality in the customer portal of Service Cloud CX
•Developing .Net add-ins for integration with external applications
•Experience in being involved in the various phases of project implementations
•Adaptability to new technologies
•Skills to troubleshoot application defects
•Strong logical skills to derive concrete software solutions
•Customized reporting and objects within RightNow to ensure the tool meets and exceeded business needs for tracking metrics Required Competencies:
•Integrity Adherence to business ethical principles with demonstrated honesty and courage
•Intellectual Curiosity A keen interest in personal and professional learning and development
•Leadership Ability to clearly articulate an inspiring vision for people to follow
•Planning and prioritizing work to manage time effectively and to accomplish priorities
•Interpersonal Skills Demonstrated ability to work effectively with others