The company is a global leader in partnering with businesses to transform and manage their operations by leveraging the power of technology. The group is driven daily by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization with 350,000 members in over 50 countries.
Responsibilities:
Solution Design:
● Receives direction from senior staff on design patterns and references design documentation as part of implementation and production support.
● Helps to outline support and sustainment model for service(s) being implemented.
● Provide guidance on implementation through the lens of Operational Sustainability.
● As requirements from Senior Engineers may change, support need in alignment with standard design and implementation patterns.
Production Support:
● End User Support:
– Primary focus on system support, working trouble tickets and escalating to teammates according to priority and required expertise queue, completing resolution within SLA.
– Assists as an escalation point in incident resolution leveraging pre-defined work instructions for issue remediation.
– Leads investigation of root cause analysis for incidents.
– Fulfill service requests for team and/or write scripts for automating said service requests in support of requirement.
– Engage with vendors where needed on incidents within the area.
● Create and Maintain Systems Documentation:
– Updates knowledge base and/or support WIKI/Confluence articles based on identification of new process (with review by senior staff)
– Troubleshooting, audit, system health via custom scripts or performance monitoring software.
– Assist in crafting user guides/job aides and facilities training of the other members of the team.
● Systems Lifecycle Management:
– Assist in execution on updates of contact flows, Lex, and other CCaaS dependencies.
– Receives direction from Senior Engineers on bug fixes or critical updates that need to be applied urgently and assists in coordination and implementation of such updates.
● Create, Maintain and Report KPIs:
– Helps to gather metrics reporting with a guidance from management and/or senior staff.
– Assists in identifying and prioritizing remediation efforts for recurring issues.
– Assists in ad-hoc reporting such as trend analysis on recurring incident types.
● Collaboration with other technical service teams to manage, maintain, and resolve complex IT services:
– Participates in collaboration with peers to resolve infrastructure issues.
Requirements:
● Experience with implementation and design of a CCaaS platform like Genesys, Avaya, Amazon Connect:
– Following guidance from senior Engineers; implement contact flow routing using speech recognition (Lex), queues, routing profiles/skilling, users, porting of TFN and DIDs.
– Adhering to work instructions from team, monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement fixes.
– Strengthen understanding in maintaining security, backup, and redundancy strategies as defined by senior staff.
● Strong Working knowledge of AWS:
– AWS console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc.
● Agile Methodology:
– Strong understanding of scrum practices, including writing user stories, prioritization, refinement, and other ceremonies.
– Experience with issues and project tools such as JIRA and Confluence.
● Production Support:
– Tier 1 and Tier 2 management and monitoring of all installed systems and infrastructure with tools such as CloudWatch, pertinent to specified role (e.g. concurrent volume, API errors, service limits, Lambda invocations, etc.)
– Troubleshooting experience to find root cause of issues and suggesting solutions to fix the problem.
– Experience being on an on-call rotation utilizing tools such as PagerDuty.
● Systems Design and Consult:
– Begin to deepen comprehension of underlying infrastructure components relative to CCaaS performance and logical contact flow design.
– Begin training and comprehension of dependencies on contact flows such as Lambda, Lex, and other downstream services.
● Continuous Process Improvement through Assessing contact center technologies, Releases and Upgrades:
– Begins to develop in staying current on new core and app infrastructure technologies that impact contact flow design.
– Begins to develop in staying current on new CCaaS releases, pointing out updates and understanding on how these could impact or benefit user and/or application.
Benefits:
● OSDE 210 family health plan.
● Birthday day off.
● Continuous training through content platforms.
And more!
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