Senior Systems Engineer - Contact Center
We are seeking a talented individual to join our team and contribute to our Contact Centre platform and engineering.
Key Responsibilities:
* Lead technology solutions to deliver business value
* Collaborate in an autonomous team, owning all aspects of delivery (Coding, Quality, DevSecOps)
* Help transform the devops, provisioning, testing and operational capabilities of the platform
* Simplify the complex through consistency, refactoring and repeatability
* Grow an agile development culture and promote industry standard methodologies
* Guide and oversee the implementation of high-level and low-level designs
* Improve monitoring and operational stability practise
Required Skills:
* Extensive voice/digital routing experience
* Experience using Genesys composer, Amazon Connect or similar tools (e.g. Avaya Aura Oceania) to create and maintain complex routing strategies
* Strong organisational skills
* Excellent communication and problem-solving abilities
* Proficiency with Agile (Scrum, Kanban) delivery and software design
* Understanding of enterprise-scale platform architecture and high availability considerations
* Familiarity with Docker and container-based development and deployment practices as well as with CI/CD pipelines
* Proficiency managing, configuring and tuning Linux operating systems
* Consult and help mediate and resolve routing issues, coordinate trouble reports and follow through to resolution with applicable logging and monitoring tools (Kibana preferred)
* Demonstrate ability to effectively interact with all levels of management/personnel
* Proven ability to work independently and professionally in high pressure/visibility situations within tight timeframes
* System monitoring and performance evaluation
* Documentation of process and procedures as assigned
* Experience with navigating carrier customer portals (Verizon VEC, AT&T Business Direct)
Key Skills for Success:
* Ownership: Take personal accountability and deliver strong results
* Collaboration: Thrive in a team-oriented, fast-paced environment
* Clean and testable code: Lead by example for less experienced engineers
* Continuous improvement: Question the status quo and seek ways to improve productivity
* Automation mindset: Embrace automation for high-quality software delivery