Job Description
A Good Opportunity for ..
Contact center related technologies, which includes but not limited to: Chat, Email, Call Recording, Outbound Dialing, Inbound IVR, SIP trunk etc…
Provide technical support for all contact center systems and tools.
Ensures SLAs are met or exceeded for technology changes, enhancements and projects.
Participate in rotational on call for support of all contact center systems.
Conduct business and technical requirements analysis, testing and execution in support of our business customers.
Respond quickly and effectively to production issues and take responsibility for those issues through resolution.
Troubleshoot issues and performs root cause analysis.
Creates and maintains call flow documentation.
Assist with planning and the execution of upgrades and software implementations.
Perform other duties as assigned.
Job Requirements
• Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in computer science or equivalent.
Minimum 2+ years' proven experience in large enterprise (or similar environment) responsible for software operations and infrastructure support of a contact center environment or equivalent (Genesys preferred; will be considered as well)
Any certifications, Microsoft (MCSE),(MCSA) Microsoft Server, Enterprise Call Recording platforms.
Working knowledge in Active Directory, WINS, DNS, TCP/IP network
Knowledge of Linux base environment.
Strong knowledge of various contact center products and components including but not limited to , SIP Server, Work space, knowledge of reading application logs, inbound routing, outbound campaigns, design call flows, Skills-based routing, integration, desktop toolbar integration and call recording & analytics
MS Windows Operating Systems experience
Strong understanding of LAN/WAN networks and TCP/IP
Working knowledge of scripting languages
Proven ability to work under stress and meet deadlines
Proven attention to detail and organizational skills
Experience in installing, configuring and troubleshooting servers in a large enterprise.
Well developed problem solving and documentation skills.
Ability to work independently with little supervision as well as ability to work effectively as team member.
Ability to follow processes, work effectively on a team, with business units, and maintain a positive attitude at all times
Must be self-motivated with excellent interpersonal, communication, presentation, and organizational skills
Able to work and team effectively with clients, management, and staff members in a multi-tiered, fast-paced environment
Support 24/7/365 data center environment by providing on-call support rotation