Description

You will own the stability and availability of the Contact Center Voice recording platform, managing incidents and leading production triage.

This role is on-site.

Responsibilities

• Manage incidents and lead production triage calls to resolve platform issues.
• Ensure application stability through proactive monitoring, release support, and continuous process improvements.
• Execute ETL processes and manage stored procedures within MS SQL Server.
• Collaborate with L1, L2, Application, and Business stakeholders to resolve technical issues.

Required Skills

• 5+ years of experience in a Production Support or Incident Management environment.
• Extensive expertise in MS SQL Server, including hands-on experience with Stored Procedures and ETL.
• Proficiency with Splunk and other monitoring tools.
• Deep knowledge of Nexidia Discovery/Ingestion processes and Interaction flows.
• Experience with NICE Voice Recording devices and solutions.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills for stakeholder management.

Preferred Skills

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

Key Skills

Education

Any Graduate