Description

You will manage and maintain business-critical contact center applications in a 24x7 production environment.

Responsibilities

• Lead incident resolution for contact center applications and document progress in management tools.
• Perform upgrades, code modifications, and hot fixes for telephony systems.
• Monitor system health, availability, and latency to ensure live service stability.
• Drive root cause analysis (RCA) for problem tickets with vendors and internal teams.
• Identify service improvement opportunities and report on service metric trends.

Required Skills

• 5+ years of experience supporting contact center technologies.
• Hands-on experience with Aspect UIP 7.3 SP5 or 7.4, AQM, or ALM.
• Working knowledge of Aspect, Verint, Genesys CTI/Routing, or Agent Desktop.
• Experience with NICE IEX WFM, Nuance Voice Bio, or similar products.
• Proficiency troubleshooting within SIP environments.
• Solid understanding of telephony systems and applications.
• Ability to work within agile frameworks and 24x7 production schedules.
• Experience with project oversight and ensuring operational readiness.

Preferred Skills

• Previous experience working within a financial institution, technology manufacturer, or service provider.

Key Skills

Education

Any Graduate