68 applicantsPosted by Agency

Company

Sky Systems, Inc. (SkySys) · 2 days ago

Contact Center Support Engineer (Genesys Cloud / NICE)

United States

Contract

Remote

Mid Level

3+ years exp

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Information Technology

Hiring Manager

Ahmed Marfani

Insider Connection @Sky Systems, Inc. (SkySys)

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Responsibilities

Analyze and resolve application issues in production.

Documenting Resolutions in Client's 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 Client's 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, currency patching in alignment with Client's security standards and guidelines.

Manage and work with various infrastructure teams, vendors, and peers.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Application troubleshootingContact Center TechnologyIVR systemsGenesys VoiceVoIP technologyLinux Operating SystemAgile environmentAutomated deployment toolsSystem Monitoring ToolsChange ManagementIncident ManagementRoot Cause AnalysisF5 Load balancersWeb technologies

Required

Analyze and resolve application issues in production.

Documenting Resolutions in Client's 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 Client's 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, currency patching in alignment with Client's security standards and guidelines.

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.

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.