The experienced Service Desk Lead will understand the current business requirements among all agencies. Will work with the PM and Lead Architect on the CCaaS transition, oversee both existing IVR and future CCaaS service desks with shifts, filter the escalated issues before sending to engineers, and make sure all tickets and requests were handled within SLAs. This resource must have the specific advanced skill and experience on the Contract Center product.

Hourly Rate 60-70/hr-
120-150k

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