What You’ll Be Doing
Responsible for effective design, administration, configuration, installation, provisioning, monitoring and troubleshooting to ensure availability, capacity and performance of Contact Center systems, is achieved. Perform assigned duties as listed in RACI model(s) and under general direction from manager. Collaborate with peers, architects, project managers, managers and business stakeholders on design, strategy and project activities.
- Support SchoolsFirst’s complex telecommunications infrastructure, with a focus on one or more key functional areas: Routing and Switching, Voice & Collaboration and Contact Center
- Design, install and configure systems for the telecommunications infrastructure, using best practice principles
- Design and implement highly available solutions, in order to minimize repair and recovery efforts from hardware or software failures
- Perform tasks to ensure system availability and reliability, including daily monitoring, ongoing performance tuning and optimization, and OS and application patching
- Document Standard Operating Procedures (SOPs) for current system administration, while developing innovative and automated approaches for those processes which can be improved
- Troubleshoot, resolve and provide root cause analysis of complex system and user issues, independently or through coordination with 3rd party vendor support
- Collaborate with team members, service stakeholders and vendors to fulfill service and enhancement requests
- Manage vendor relationships by defining objectives, maintaining regular communication and establishing KPI’s to assess vendor performance
- Support ongoing improvements, including periodic failover and testing efforts, of disaster recovery and business continuity solutions
- Forecast, recommend, and implement capacity planning
- Provide after-hours maintenance and support as needed
- Provide world-class end-user service and technical support
- Obtain relevant certifications based on the Certification Path identified by management
- Consistently strive to make improvements to our processes and technology
- Participate in regularly scheduled huddles and meetings; report on individual metrics, analyze deviations, and discuss areas of improvement with the team as a whole
- On call rotation supporting the production environment 24x7x365.
Additional Job Functions
- Performs other duties as assigned
- Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions
Qualifications
- Bachelor's Degree with a technical major, such as engineering or computer science or equivalent years of experience required
- 5-7 years of contact center application and IP telephony experience required
- GCX-GCP Genesys Cloud CX Certified Professional preferred
- GCX-GCD Genesys Cloud CX Certified Developer preferred
- GCX-ARC Genesys Cloud Architect Certification
- GCP-GC Genesys Cloud Certified Professional
- GCD-GC Genesys Cloud Certified Developer
Knowledge, Skills, and Abilities
Advanced knowledge of UC/CC applications with 4+ years of experience with applications such as: Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, 8x8… Advanced knowledge of IP telephony architecture with 3+ years of practical experience with SIP trunks, SBCs, Media Gateways, FXS/FXO, Codecs… Advanced knowledge of UC/CC technologies (e.g. IVR, APIs, ACD, WFM/WFO, Omnichannel communications…) Advanced knowledge of voip protocols (e.g., SIP/SDP, RTP/SRTP, WebRTC, MGCP…) Intermediate knowledge of network communication as defined by TCP/IP and OSI models Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE and 10GigE. Intermediate knowledge monitoring tools for SNMP, packet capturing and application log files Intermediate knowledge of operating systems, servers and storage. Intermediate knowledge of CoS and QoS designs, configurations and support. Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO). Additional Knowledge, Skills, and Abilities• Advanced knowledge of UCaaS/CCaaS, with 2+ years of practical experience with Genesys Cloud • Support ongoing designs, implementations and management of Genesys Cloud’s Contact Center solution • Monitor, analyze and report on contact center performance using analytic tools for forecasting, metrics, and KPI’s. • Support capacity planning, load testing and performance tuning, to ensure optimal performance of the contact center systems. • Manage cloud services vendor(s), monitoring ticket escalations, coordinating upgrades and holding them accountable to contractual SLA’s and obligations. • Collaborate with cross-functional teams to ensure successful delivery of organizational projects, which require integration through Genesys Cloud APIs • Work closely with internal departments to understand their business requirements, in order to provide customized contact center solutions.
