Location: Phoenix,AZ, USA
Akkodis is seeking a Contact Center Technology Support Engineer for a contract position with a client located in Westlake, Phoenix, Austin, Denver, Indy, Omaha, Orlando or Chicago.
Title: Contact Center Technology Support Engineer
Location: Position will sit on-site (Hybrid)- CW can sit at any Service location center: Westlake, Phoenix, Austin, Denver, Indy, Omaha, Orlando, Chicago ** Will be in office on Monday, Wednesday, Thursdays
Work Hours: Mid-Shift - 2PM-11pm EST (lunch break worked in)
Duration: 12 months
Hourly Rate: $40/hr W2
Description:
The Contact Center Technology Production Support Engineer will be a key member of the Rep Technology Service Availability Team, which is responsible for production support and maintenance of the Contact Center Technology used to deliver industry leading service to clients. The CCT SAVE team plays an integral role within the Rep Technology organization by helping to ensure system availability for Contact Center Services at. These capabilities are a critical component in enabling to evolve its relationship model with clients, provide a differentiated client experience and successfully acquire prospects.
Analyze and resolve application issues in production.
Documenting Resolutions in Knowledge Article System.
Perform troubleshooting/debugging, issue triaging.
Provide off hours on-call escalation on a rotational basis in support of service recovery events
Coordinate and provide off hours Release/Deployment/Maintenance support and application health validation as requested.
Maintain a full working knowledge of the Contact Center applications including error handling, alarming and monitoring
Maintain current Contact Center platforms and push for new technologies/advancement in the IVR, Voice, Chat and Email arenas
Maintain and promote environment objects such as certificates, password rotations, currency patching in alignment with security standards and guidelines.
Manage and work with various infrastructure teams, vendors, and peers
At least three years experience in production support of voice applications including IVR, Session Border Controllers, Genesys Voice, CTI Softphone technology, VoIP, Contact Center Cloud Technology
Strong problem-solving and decision-making skills as well as poise under pressure
Experience working an Agile environment
Strong communication and interpersonal skills
Solid understanding of automated deployment processes and tools such as Bitbucket/Bamboo and/or Jenkins (plus)
Genesys Cloud (Chat and Email) or NICE inContact Cloud
Solid Linux Operating system College degree in Computer Science
Experience with configuring System Monitoring and Alerting Tools for a Contact Center Environment (Splunk, AppDynamics, ITSI, etc)
Broad knowledge of Web technologies: languages, frameworks, techniques, industry trends, etc.
Experience in troubleshooting/debugging application issues.
Change Management, Incident management, Problem management, Root Cause analysis
Knowledge of Load balancing tools and F5 Load balancers a plus
If you are interested in this job then please click APPLY NOW. For other opportunities available at Akkodis go to www.akkodis.com.
Equal Opportunity Employer/Veterans/Disabled
Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit
The Company will consider qualified applicants with arrest and conviction records.