Job Details

  • Title: Voice Engineer
  • Code: RCI-J-11-492-252
  • Location: Chicago Illinois (IL) 60007
  • Posted Date: 07/31/2020
  • Duration: 12 Months
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  Job Description

  • Core responsibilities include monitoring the Availability (uptime) and Reliability of some of client most critical applications used to service our clients.
  • You will be assisting with service restoration activities when unscheduled service disruptions occur, work with release management and development partners to support new code and functionality deployments into production.
  • Your success will be measured through the attainment of several Key Performance Indicators (KPIs). Application Availability (Uptime), Service level agreements, Service restoral - Mean time to Restore (MTTR), Incident reduction and Release deployment success.
Key Job Responsibilities
  • Analyze and resolve application issues in production.
  • Documenting Resolutions in Knowledge Article System.
  • Develop and enhance monitoring dashboards, and alerts process to increase availability of the application.
  • Perform troubleshooting/debugging, issue triaging
  • Develop/Improve Production Readiness process to ensure the team is ready to support features deployed to production.
  • Coordinate application maintenance activities, such has OS upgrade, Disaster Recovery exercise, etc.
  • Provide off hours on-call escalation on a rotational basis in support of service recovery events
  • Provide off hours Release / Deployment support and application health validation as requested.
  • Working with Team Leaders to design and implement process improvement in our Production services and Operations.
  • Review and understand voice requirements, use case documentation, system architecture, production installation procedures and turn over guidelines.
  • Maintain a full working knowledge of the Genesys applications including error handling, alarming and monitoring
  • Promote code to address new business requests and support ongoing needs for the Call Routing, including the integration of the IVR platform with call routing transport
  • Maintain current Genesys platforms and push for new technologies/advancement in the Voice arena
  • Maintain and promote environment objects such as certificates, password rotations, currency patching in alignment with Schwabs security standards and guidelines.
  • Support User Database for Branch and Contact Center Professionals: (moves, adds or changes) in support of the platform.
  • Manage and work with various infrastructure teams, vendors, and peers
  • Leverage automation and CICD tools to install new code to promote accuracy and efficiency of the deployment.                                                                                                                                                                                                    :
Additional Job Details:
  • Experience in production support of voice applications Genesys Voice, CTI Softphone technology, VoiP, SIP platform
  • College degree in Computer Science.
  • Excellent customer service and troubleshooting skills
  • Strong problem-solving and decision making skills as well as poise under pressure
  • Experiencing building monitoring Dashboards
  • Working knowledge of deploying applications on Tomcat.
  • Experience working an Agile environment
  • Strong communication and interpersonal skills
  • Working knowledge of automated deployment processes and tools such as Bitbucket/Bamboo and/or Jenkins (plus).
Required Experience / Skills:
  • Genesys Certifications (Framework; Reporting; SIP Server)
  • Genesys Cloud (Chat and Email)
  • Solid Linux Operating system
  • Experience with configuring System