Senior Contact Center Technology Support Engineer - Bethpage, NY

Job Title : Senior Contact Center Technology Support Engineer
Location : Bethpage, NY
Position Type : Full Time
Salary : DOE $110/Year
Interview Process : Phone followed by Face to Face

Green Card, U.S Citizens

• The Sr. Contact Center Technology Support Engineer will be responsible for performing all Level 3 break/fix support and maintenance activities of enterprise-wide Contact Center systems and business applications supporting the CAC Contact Centers.
• This position will answer and appropriately handle escalated customer support requests via Level 2 support engineers, conforming to the SLAs that have been communicated to CCIS customers.
• This position will be required to provide support as part of an on-call rotation, covering Contact Center Technology for Customer Service, Sales, Billing and Collections, Field Operations, Product and Marketing Business Units.
• This position will diagnose and resolve issues escalated from the Level 2 Contact Center Technology Support Engineer after a predetermined amount of time has passed without resolution, and will also be asked to research and develop solutions to previously unknown issues.
• This position is also responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the issue.

QUALIFICATIONS:

• Bachelor's degree in Computer Science or Engineering or related discipline is required.
• 7+ year's experience in supporting and maintaining large, highly visible customer facing contact center technology platforms utilizing SIP.
• 7+ years of experience with design, development, implementation and support of IT infrastructure components such as servers (WINTEL, Solaris, Open Source), operating systems (Windows, Linux, UNIX, Windows), databases (Oracle / SQL Server), storage, networking (Cisco), transport (TCP/IP, SIP) and desktop applications (.NET, java)
• 7+ years of experience working with VMWare, Weblogic
• 5 + years of experience in Contact Center technology and application support team in a large / complex system environments (ITIL working knowledge).
• Proven success in running highly available (at least 99.99% availability) contact center systems
• Knowledge of the Software Development Life Cycle is desired. Specifically Quality Control, Testing and Documentation are important to success in the position.
• Overall Technical Expertise in Information Systems
• Overall Technical expertise in multi-channel contact center telephony systems such as: Email, Chat, SMS (text), Social Media, Inbound / Outbound Voice, AMM, Web
• Overall Technical expertise in contact center telephony systems such as: ACDs (Genesys), IVR (Genesys), Staffing system management (Aspect eWFM), Call center operational analytic system management , Digital call and screen recording and associated analytics (Verint), Call center traffic routing and optimization, Telecommunications design and operations (e.g. T1 lines, IP internetworking)
• Experience supporting key contact center technologies and integration such as but not limited to: ACDs (Cisco, Genesys, Avaya), IVR design and development/maintenance, speech recognition, digital call recording, quality, predictive dialing and VoIP networking.
• Experience supporting key multi-channel contact center technologies and integration such as but not limited to: Email, Chat, SMS (Text), Social media, Inbound Voice, Outbound Voice and web.
• Experience supporting web, client server and database design and administration.
• Exerience supporting IT infrastructure components such as servers (WINTEL, UNIX, Open Source), databases (Oracle / SQL Server), storage, networking (Cisco), desktop, and programming languages such as JAVA and .NET.
• Experience supporting programming language and operating system expertise consisting of, but not limited to the following; Java, EJB, Web Services, SOAP, EJB, JSF, Weblogic, XML, VXML, Hibernate, JavaScript, Unix/Linux, Unix Shell Scripting, Windows, .NET and ASP.
• Experience maintaining relational database such as Oracle
• Experience in VoIP, SIP, T1 Li