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Job Responsibilities
- Follow directions from senior staff on design patterns and reference design documentation.
- Outline support and sustainment models for implemented services.
- Guide implementation with a focus on operational sustainability.
- Collaborate and influence peers without direct authority.
- Support changing requirements from Senior Engineers, ensuring alignment with standard design patterns.
- Provide 24/7 global support for critical contact center systems in a rotating on-call environment.
- Focus on system support, working trouble tickets, and escalating as needed, ensuring resolution within SLA.
- Act as an escalation point for incident resolution, leveraging pre-defined work instructions.
- Lead root cause analysis investigations.
- Fulfill service requests and automate them with scripts as needed.
- Engage with vendors on relevant incidents.
- Update the knowledge base and support WIKI/Confluence articles based on new processes.
- Troubleshoot, audit, and monitor system health using custom scripts or performance monitoring tools.
- Assist in creating user guides and job aids, and facilitate team training.
- Assist in updating contact flows, Lex, and other CCaaS dependencies.
- Follow directions from Senior Engineers on urgent bug fixes or critical updates and assist in their implementation.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
- Experience in system support and maintenance, preferably in a contact center environment.
- Proficiency in scripting and automation tools.
- Strong problem-solving skills and ability to conduct root cause analysis.
- Excellent communication and collaboration skills.
- Ability to work in a rotating on-call environment.
- Experience with knowledge base management and documentation.
