Description

You will support Contact Center Voice recording technology to ensure application stability, availability, and resiliency.

This role is on-site.

Responsibilities

• Manage incidents and lead production triage calls to resolve technical issues.
• Support application releases and drive continuous process improvements for platform stability.
• Monitor system health using Splunk and other observability tools.
• Optimize Nexidia Discovery/Ingestion processes and interaction flows.
• Coordinate with L1, L2, Application, and Business stakeholders to manage production support workflows.

Required Skills

• 5+ years of experience in Production Support or Incident Management.
• Extensive expertise in Nexidia Discovery/Ingestion processes and interaction flows.
• Hands-on experience with MS SQL Server, specifically Stored Procedures and ETL.
• Experience with NICE Voice Recording devices and solutions.
• Proficiency with Splunk for monitoring and analysis.
• Proven ability to lead and manage production triage calls.
• Effective verbal and written communication skills for stakeholder management.

Preferred Skills

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

Key Skills

Education

Any Graduate