Location: Westlake, TX or Salt Lake City, UT – Locals preferred.
Skills:
- Experience with Interactive Voice Response (IVR), VoIP and Call Center technologies (Prefer Genesys).
- Scripting (python preferred, java or bash).
- AWS and/or Azure The Enterprise Infrastructure Prod Services – EIPS team works with Contact Center applications and technologies in service delivery and support of the applications.
The Expertise and Skills we're Looking For
- Knowledge of ITIL practices
- Knowledge of DevOps and Site Reliability Engineering (SRE) practices and principles.
- Experience leading technology environment stability and availability.
- Proven experience working with IVR, VoIP and Call Center technologies (on-prem or cloud)
- Experience with Agile software development methodologies, delivery projects, and implementation.
- Knowledge of basic networking (ping, traceroute, DNS)
- Experience with search and analytics engines (Splunk, ELK…)
- EKS - experience in managing Kubernetes cluster administration and expected to have good experience troubleshooting Kubernetes
- Experience with Linux/UNIX and Windows operating systems
- Experience with workflow design, data analysis, and requirements identification/specification
- Experience with cloud-based technologies including SaaS solutions in the cloud and AWS
- Experience with CI/CD pipelines and associated technologies
- Experience with Powershell and Python scripting
- Experience with programming languages including Java.
- Production support experience with financial systems
- Demonstrated creative and abstract thinking
- Strong communication (written and verbal) and interpersonal skills
- Positive relationship management and facilitation skills
- Strong analytical and/or project management skills required
- Ability to provide 24x7 support for the production environments
- Provide support coverage for 1:30pm EST – 9:30pm EST
- Strong problem solving and troubleshooting skills
- Understanding of financial services industry a plus