Title: Senior Contact Center Technology Support Engineer-Bethpage, NY

Senior Contact Center Technology Support Engineer

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+ years of 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