Contact Center Specialist

Location MEXICO
Experience level Expérimentés
Job details sector Informatique

Operates contact center technologies and makes recommendations based on future business needs.

Responsible for complex testing and analysis of all elements of the contact center infrastructure.

Provides guidance and direction to less-experienced contact center engineers.                                     

Participate in projects, and initiatives to ensure successful implementation.                                         

Ensure customer service is timely and accurate based on KPIs and SLAs                                          

Ensure compliance with AXA policies and processes                                                                            

Raise and track service request with vendors

5 to 7 years of experience                                                                                                                          

Operation and technical Support( PCCE & UCCE):                                                                                 

UCCEIS – Contact Center Specialist                                                                                                           

Switch, Routers, Cableado                                                                                                                         

Voice Portal Programer IVR                                                                                                                       

Scrip Editor                                                                                                                                                    

ICM                                                                                                                                                   

Menu Development                                                                                                                                    

Gadgets                                                                                                                                                          

Wizards                                                                                                                                                          

Collaboration & Services                                                                                                                             

Capacity Management                                                                                                                                

Availability Managment                                                                                                                                             

Asset & Configuration Management                                                                                                        

Incidents management (Mayor and Minor)                                                                                            

Problem & Change Management                                                                                                              

Service Operation ( IMAC,  ON &OFF boarding, requirements)                                                          

Auditing, security, & Project Management                                                                                             

Comparable Experience & References                                                                                                     

Hardware and Software Support                                                                                                              

Risk of Solution                                                                                                                                            

Network(Switching & routing, Wireless) Support & Operation                                                           

PBX  Support & Operation                                                                                                                          

Cabling Support & Operation                                                                                                                    

Network Architecture Services 

Would you like to wake up every day driven and inspired by our mission of acting for human progress by protecting what matters? Here at AXA we strive to be a responsible employer, placing employee engagement at the heart of its business strategy. Achieving this means creating a workplace built on AXA's Values that foster diversity and equal opportunities for all, promotes employee participation, encourages professional development, and supports employee well-being.

We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.

In a fast-evolving world and with a presence in 57 countries, our 160,000 employees anticipate change to offer services and solutions tailored to the current and future needs of our 108 million customers.


AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation. 

We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.

We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.

At AXA Group Operations, we want to be recognized in three fields of action:

  • State-of-the-art Data Technology to drive customer experience
  • State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
  • High-Performing Global Team for stronger partnerships with AXA entities 

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.