Description

Support Contact Center Voice recording technology to ensure application stability, availability, and incident management. You will own the release pipeline and drive continuous improvements for platform resiliency.

Responsibilities

• Manage incidents and lead production triage calls to resolve technical issues.
• Coordinate with L1, L2, Application, and Business stakeholders to manage production support workflows.
• Monitor system performance using Splunk and Dynatrace to maintain high availability.
• Optimize Nexidia Discovery/Ingestion processes and interaction flows.
• Support release processes and drive continuous improvements for platform stability.

Required Skills

• 5+ years of experience in Production Support or Incident Management.
• Extensive expertise in MS SQL Server, including hands-on experience with Stored Procedures and ETL.
• Proficiency with Splunk for monitoring and data analysis.
• Deep technical knowledge of Nexidia Discovery/Ingestion processes and interaction flows.
• Experience working with NICE Voice Recording devices and solutions.
• Strong analytical and problem-solving skills for production troubleshooting.
• Proven ability to lead and manage production triage calls.

Preferred Skills

• Experience with NICE Engage call recorder configuration.
• Experience using Dynatrace for application monitoring.

Key Skills

Education

Any Graduate