Posted: 30 March
Offer description
Position Overview
In this role, you will provide hands-on technical support and leadership for one of our Contact Center L2 Production Support teams.
You will function as a bridge to the delivery and business teams, driving efficiencies, quick turnaround, and quality resolution of production defects that are impacting internal and external customers.
Main Responsibilities:
* Monitors and reviews incidents reported by business teams in Cisco Contact center application (UCCE).
* Handles oversight and update of Incident Tickets, Service Request Issues, Root Cause Analysis, and/or Escalated Workarounds as needed.
* Facilitates bridge calls in the event of critical job failures in production.
* Collaborates with Business and Delivery teams to meet standard SLA for resolving production defects.
* Initiates Change Management tickets as needed for reporting change orders and/or releases.
Special Projects:
* Maintains process and troubleshooting documentation to be utilized by both US-based and offshore Production Support resources.
* May be assigned to special projects that drive continuous improvement of services and production support processes.
* Use, Design, and develop automated processes/scripts to maintain, upgrade, test, monitor Dev Ops pipelines for Multiple tools (e.g. Java Spring boot, Angular JS, Dynatrace, Splunk, Aternity, Tealeaf).
* Work with development teams to leverage the build and release tool chain.
* Ensure awareness and knowledge of the testing phase of large, critical deliverables as required in operational support role.
* Design and implement processes that detect and remedy capacity limits before customers experience issues within the application.
Requirements:
* Exposure to/familiarity with Cisco Contact Center products (UCCE; Finesse).
* Working knowledge of a scripting language (Python, Perl, etc.) and shell scripting (Powershell, Bash, etc.).
* Working knowledge of SQL (Oracle, Postgress and SQL Server) and Non SQL databases (Mongo, Redis).
* Working knowledge of and best practices in the administration and use of monitoring tools (Splunk, Aternity, Dynatrace).
* Excellent analytic troubleshooting skills and data-driven testing techniques.
* Can adapt to frequent, incremental code testing and deployment.
* A self-starter that takes initiative to solve problems and learn quickly to fill knowledge gaps.
* A strong focus on customer/business outcomes and is focused on results.
* Strong written and verbal communication skills to efficiently collaborate with cross-functional teams.
Experience and Education:
* Proven experience in a similar role.
* Proven experience as a peer lead in technical teams with a passion for developing the talent within the team.
* Experience with vendor management in an onshore/offshore model.
* Proven experience with application production support, automation, and Infrastructure knowledge on large-scale enterprise application solutions.
* College degree (Bachelor) in related technical/business areas or equivalent work experience.
Desired Experience:
* Exposure to/familiarity with additional Contact Center products and technologies (Virtual Hold, Chat, IVRs, Campaign Dialers).
* Exposure to Cloud technology (AWS) and SAAS products.
* Contact Center operations knowledge, especially in the Healthcare industry.
