 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.

• 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