Job Title: Contact Center Technology Support Engineer Location: Westlake, Phoenix, Austin, Denver, Indy, Omaha, Orlando, Chicago (Will be in office on Monday, Wednesday, Thursdays) Work Hours: Mid-Shift - 2PM-11pm EST (lunch break worked in) Duration: 12 months
Description:
The Contact Center Technology Production Support Engineer will be a key member of the Rep Technology Service Availability Team, which is responsible for production support and maintenance of the Contact Center Technology used to deliver industry leading service to clients.
The CCT SAVE team plays an integral role within the Rep Technology organization by helping to ensure system availability for Contact Center Services.
These capabilities are a critical component in enabling to evolve its relationship model with clients, provide a differentiated client experience and successfully acquire prospects.
Additional Job Details:
Analyze and resolve application issues in production.
Documenting Resolutions in Knowledge Article System.
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, currency patching in alignment with 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 (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
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $30.00/hr.
