Job Description :
Title: Infrastructure Engineer
Duration: 03 Months of Contract with high possibility of extension up to 06 months.
Location: Bensenville, IL
Note: focus on Genesys experience as the primary background and Nice secondary.
Top Skills
Nice Engage - Must
Integration to Genesys technology
Nice to have Nice RTI (real time integration) AKA Pause and Resume
Description
The Recording and Analytics Engineer is responsible for the support of Voice and Screen solutions including design, implementation and problem resolution.
The selected candidate will provide second and third level technical support to voice service delivery managers and support vendors when troubleshooting the more operational telecommunication problems involving any of the following: NICE Engage, Nexidia, Genesys integration, Carrier infrastructure, Call Center infrastructure.
Roles and Specific Responsibilities
Primarily responsible for ensuring system stability and availability of the recording and analytics platform.
Responsible for the support, design, implementation and configuration of Voice and Screen recording solutions (NICE Engage
The selected candidate will provide third and fourth level technical support for all U.S. Cellular Care Centers and 3rd Party Vendor Partner Care Centers.
Maintains and creates system documentation
Work closely with IT partners and vendors to ensure system compliance related to OS and application patching and upgrades.
Adheres to break/fix processes for ticketing, incident, and outage resolution.
Actively troubleshoots issues related to SIP.
Oversees Recording vendor in the engineering studies such as, but not limited to, transaction volumes, response times, availability, service options, product spec, speed of operation, type of protocol of the telecommunications system(s
Maintain the appropriate relationships with 3rd party vendors and evaluate vendor hardware, software, and communications products and to provide recommendations for purchases and projects with our corporate objectives in mind.
Ensures PCI compliance of the recording and analytics platform.
Leads and successfully delivers projects involving the recording and analytics platform.
Leads weekly operational reviews with the vendor and business.
SQL database research for call recording identification.
Station and user mapping into NICE and Genesys technologies.
Establishes and maintains a proactive approach to monitoring and managing the recording and analytics environment for enterprise Telecom Infrastructure.
Acts as a liaison between vendor and business for key or urgent issues.
Provides consultative support to the business to ensure efficiencies in the recording environment.
Provides second and third level support service delivery managers and operations support vendor to ensure concerted effort is being placed on root cause analysis for Telephony outages.
Participates in on call 7x24 rotation
Qualifications Required
7+ years’ work experience in Telecommunications / IT industry
Exposure to (7+ years) Telephony concepts and voice recording workflow
NICE call recording administration and technology experience
Solid working knowledge of NICE call recording systems.
Ability to perform user and system administration responsibilities in NICE.
NICE – Design and/or Operations
3+ years in the design and implementation of Call Recording Technologies
3+ years’ experience as a technical lead
Hands on experience with NICE Engage 6.x and above
Hands on experience with NICE RTS
Hands on experience with NICE Deletion Toolkit
Experience leading and successfully delivering large projects
Knowledge of Analytics technology
At least 5 years’ experience in IP and SIP Contact Centers with knowledge of Genesys and Avaya platforms
VoIP networking architecture and troubleshooting
Understanding of PC based MS Office software…Word, Visio, Power Point, Excel.
Understanding of Project Management processes
Excellent communication, analytical, and interpersonal skills.
Demonstrated ability to communicate effectively with non-technical customers.
Excellent presentation skills
Excellent organizational skills and able to effectively manage time.
Independent and self- directed.
Detail Oriented and Strong technical orientation.
Excellent customer service skills.
Preferred
NICE Engage Call Recording Certified
ITIL V2 or V3 foundations certification
Genesys Framework 8.x with SIP Server
Carrier Services ( SIP Trunking, PRIs, POTS)
PCI Compliance and Policy
Experience in Genesys SIP technology
Experience with Nexidia Call Analytics
Knowledge of network diagnostic and performance measurement tools and aids.
Knowledge of network protocols.
Knowledge of PSTN Gateways and SBCs, such as Audio Codes and Oracle
Security: Firewalls, IAM, LDAP
Server and DB knowledge
Basic SQL knowledge. Ability to login to DB server and pull dumps of data from SQL.
Security: Firewalls, IAM, LDAP
Hardware: Linux Servers, Windows Servers, virtualized servers
O/S & Network: HP/UX, Windows Server 2003, Citrix, TCP/IP, Telecom Trunking, Routers, Switches