Key Responsibilities:

Implement, configure and support enterprise Contact Center solutions.

- Configure ACD, IVR, call routing, queues, skills, campaigns, recording, reporting and omnichannel interactions.

- Install, configure and troubleshoot applications in Linux/Unix environments.

- Troubleshoot VoIP and telephony-related issues involving SIP, RTP, SIP trunks, codecs and DTMF.

- Perform system-level troubleshooting using logs, traces and network diagnostic tools.

- Integrate Contact Center solutions with CRM, helpdesk and other enterprise

applications.

- Work with REST APIs, webhooks, JSON and other integration technologies.

- Configure and troubleshoot network-related components including TCP/IP, DNS, NAT,

firewalls and SSL/TLS certificates.

- Support system upgrades, patches, backup/restore, high availability and disaster

recovery activities.

- Perform root-cause analysis for production issues and provide L2/L3 technical

support.

- Participate in customer requirement discussions and translate business requirements

into technical solutions.

- Support demonstrations, Proof of Concepts (POCs), solution deployment and

customer acceptance.

- Coordinate with product vendors, internal development teams and customer IT teams

for issue resolution.

Qualifications:

• 4+ years of hands-on experience with Contact Center / Call Center technologies.- Strong understanding of ACD, IVR, call routing, queues, skills-based routing and CTI.- Good hands-on knowledge of Linux/Unix administration and troubleshooting.- Strong understanding of SIP and VoIP technologies.- Knowledge of TCP/IP, DNS, NAT, firewalls and networking fundamentals.- Ability to analyse application/system logs and troubleshoot production issues.- Working knowledge of SQL/databases.- Basic understanding of APIs and enterprise application integrations.- Good analytical and problem-solving skills.Experience in one or more of the following will be an advantage:- Bright Pattern Contact Center- Genesys- Avaya- Cisco Contact Center- NICE CXone- Five9 or similar enterprise Contact Center platforms- Wireshark or other network/SIP troubleshooting tools- Shell scripting- REST APIs and JSON- Virtualization and cloud environments- High Availability and Disaster Recovery environmentsCandidate ProfileWe are looking for someone who is hands-on and technically strong, rather than purelyfunctional or pre-sales oriented.The candidate should be comfortable working at both the Contact Center applicationlevel and the underlying Linux/Unix infrastructure level and should be capable of pre-sales oriented.The candidate should be comfortable working at both the Contact Center applicationlevel and the underlying Linux/Unix infrastructure level and should be capable ofindependently diagnosing complex issues involving applications, telephony, networkingand integrations.Good communication and customer-facing skills are important, as the role involvesinteraction with enterprise customers, partners and technology vendors

Skills:

• Bright pattern, Contact Center / Call Center technologies, Genesys, Avaya, Cisco, Asterisk, Voxtron, Networking, Technical, API, PBX, Dialer, ACD, CTI, VoIP, IVR and Call Center practices