Description: Our client is currently seeking a Contact Center Technology Support Engineer
** Work Hours: Mid-Shift - 2PM-11pm EST (lunch break worked in)
Analyze and resolve application issues in production. Knowledge Article System. Perform troubleshooting/debugging, issue triaging.
Provide off hours on-call escalation on a rotational basis in support of service recovery events. Coordinate and provide off hours Release/Deployment/Maintenance support and application health validation as requested.
Maintain a full working knowledge of the Contact Center applications including error handling, alarming and monitoring. Maintain current Contact Center platforms and push for new technologies/advancement in the IVR, Voice, Chat and Email arenas. Maintain and promote environment objects such as certificates, password rotations.
Manage and work with various infrastructure teams, vendors, and peers.
At least three years experience in production support of voice applications including IVR, Session Border Controllers, Genesys Voice, CTI Softphone technology, VoIP, Contact Center Cloud Technology.
Strong problem-solving and decision-making skills as well as poise under pressure. Experience working an Agile environment. Strong communication and interpersonal skills. Solid understanding of automated deployment processes and tools such as Bitbucket/Bamboo and/or Jenkins (plus). Genesys Cloud (Chat and Email) or NICE inContact Cloud. Solid Linux Operating system. College degree in Computer Science. Experience with configuring System Monitoring and Alerting Tools for a Contact Center Environment (Splunk, AppDynamics, ITSI, etc). Broad knowledge of Web technologies: languages, frameworks, techniques, industry trends, etc. Experience in troubleshooting/debugging application issues. Change Management, Incident management, Problem management, Root Cause analysis. Knowledge of Load balancing tools and F5 Load balancers a plus
Contact: tbennett@judge.com
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