Roles and Responsibilities post joining
- Provide level 2 (operational) support for incidents
- Focus on all aspect related to applications & systems administration
- Administer and maintenance of systems:
- Genesys Contact Center
- ACME-Pocket Session Border Controller - Voice Gateway
- NICE Recording system
- Resolve incidents submitted by users of applications
- Working closely with developers and other team members.
- Direct cooperation with the Customer employees (IT and Business users in Polish language)
- Contribute to all phases of the software lifecycle development with focus on production operations
- Ensure proper communication and quick resolution as a crisis manager.
- Perform troubleshooting, RCA and Post Failure Reports for Major Incidents
- Follow quality / security guidelines according to contract.
- Proactivity and Independent when performing trend analysis, bottle neck diagnostics and performance tuning.
- Identify top few priority incidents and work with respective teams/individual to minimize the number of incidents,
Qualification and Years of exp needed
- At least 3 year of experience with Genesys and Nice technologies-based applications
- Knowledge of Genesys, Nice, ACME-Pocke, VOXEO Voice Object architecture
- Practical knowledge one of IIS application server
- Practical knowledge one of database platform (MS SQLServer or PostgreSQL or Oracle)
- Practical skills in SQL (TSQL) and shell programming
- Good testing skills for any type of applications
- Knowledge of middleware (EAI) would be an advantage
- Ability of diagnosis network related issues
- Provide technical subject matter expertise wherever required.
- Ability of direct cooperation with the Customer employees (IT and Business users in Polish language)
- Willingness to create and maintain good relations with key Customer employees.
- Excellent team working skills
- Fluent English and Polish at least at level of working proficiency
Mandatory Skills
- Genesys SIP
- Genesys iWD 8
- Genesys Framework Installation and Configuration
- Genesys Advanced Routing Strategies
- Genesys InfoMart
- ACME-Pocket SBC Administration and Installation
- ACME-Pocket SBC Advance configuration
- NICE configuration and maintenance
- VOXEO administration
- General: Oracle DB, Oracle WebLogic, LAN network troubleshooting/debugging, etc.