09 Jun
Technical Operations Support Engineers (Tier 2 & Tier 3)
California, Austin , 78708 Austin USA

Vacancy expired!

Role: Technical Operations Support Engineers (Tier 2/Tier 3) Location: Austin, TX or San Jose, CA (Remote Till COVID) Hire Type: Contract/W2 Duration: Long Term Qualifications and skills :

  • 5 + Years (for Tier 2) and 8+ Years (for Tier 3) of experience in working as a Voice, Contact Center Technical Operations Support Engineer
  • Experience in voice networks, contact center system design, implementation, and support. Experience support systems including PBX, ACD, IVRs, WFM, and voice gateways.
  • Working knowledge of a telecom network infrastructure (TFN's, QoS, call routing, etc.)
  • Knowledge of data/VoIP networks, including OSI model, routing, VLAN's, QoS.
  • Working knowledge of VMs, cloud operating systems, web services, and database systems preferred.
  • Strong customer service skills required.
  • Responsibilities:
    • Responsible for configuration, operation, and maintenance of contact center environment. Contact Center Engineer will maintain telephony infrastructure, Contact Center voice applications, including IVR, call recording, and workforce management.
    • Responsible for problem management, administration, Contact Center Engineer will participate in schedule changes and system implementations and after-hours work as required.
    • Contact center engineer will be responsible for following business processes and playbooks to identify and troubleshoot technical issues and update technical playbooks as required.
    • The contact center engineer will be responsible for planning, scheduling, and coordinating with contact center application vendors and service providers for any maintenance and new implementation efforts. CCE will be responsible for vendors, including service providers, for any maintenance and new implementation.
    • Monitor system health, capacity, and performance of contact center systems and escalate it to respective stakeholders as required. Participate in on-call rotation as per schedule. Meet SLOs defined by the team. Perform additional responsibilities related to contact center support and operations.
    Best Way To Reach Me Out In Email Stay Safe and Healthy! Sandesh Sandy. Technical Recruiter at Sage IT Inc. Direct: 9729-960-650 X 378 / Email: / Sage IT inc.com https://www.linkedin.com/in/sandesh-sandy-7b8a8b181/

    Vacancy expired!


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