Roles & Responsibilities

• WAC integration via iframe embedded in WDE
• Troubleshooting WDE and Desktop Bridge upgrades
• Integration, security, and data transmission issue resolution (e.g., Customer ID errors)
• Ensuring data flow to portals via WDE
• Configuring WDE IDs and making necessary configuration changes
• Debugging platform issues using WDE logs
• Supporting disaster recovery and testing activities
• Managing call transfers between Voice ID CCP and non-Voice ID CCP
• Handling Citrix-based vs. non-Citrix CCPs
• Addressing customer ID issues and data discrepancies (e.g., blank IDs)
• Troubleshooting portal issues, including caller type switches and enrollment problems
• Fetching and analyzing platform logs
• Resolving issues related to Nuance GUI, SIP servers, and service servers

Technical/Functional Skills

• Strong communication skills for cross-functional team collaboration (developers, business analysts, QA)
• Build and troubleshoot backend APIs
• Identify and resolve problems through Root Cause Analysis (RCAs)
• Participate in performance testing and tuning
• Track and apply critical patches
• Experience with Agile methodology
• Expertise in Banking and Financial Services domain

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