What are the responsibilities and job description for the Contact Center Infrastructure Specialist position at SkySys?
Job Duties / Job Description
As a Contact Center Infrastructure specialist, the beneficiary will perform the below job duties :
In this role, you will design, develop, and maintain scalable, secure, and high-performing software solutions that powers Enterprise telephony platforms.
1) APPLICATION DESIGN, DEVELOPMENT AND ENHANCEMENT ACTIVITIES – 30% OF THE WORK.
Will Involve :
In-depth understand of company's business requirements for the company's project.
Evaluate existing systems and determine ways to better align those systems to support business operations for increased efficiency for the company's project.
Design and develop high-quality, scalable, and secure software solutions for various digital and cloud contact center platforms in collaboration with cross-functional teams, including product managers, UI / UX designers, QA engineers, and other software engineers for the company's project.
Gather new requirements for unified communications and Contact center migration from the assessment phase, before the transition start, execute the due diligence activities (creation of DD plan, schedule, questionnaire for the company's project.
Conduct thorough research and analysis to determine software requirements, specifications, and feasibility based on project objectives and constraint for the company's project.
Monitor, analyze, and make recommendation to ensure adequate system capacity, availability, and reliability for the company's project.
Develop and maintain IVR (Interactive Voice Response) scripts, IVA (Interactive Virtual Agent) automations, call flows, and routing strategies for the company's project.
Participate in code and design reviews to maintain and improve software quality and IVR scripts for the company's project.
Identify strengths and weaknesses of current solutioning methodologies and recommend changes to strengthen the overall competitive position in all business pursuit activities for the company's project.
Stay updated with the latest industry trends, technologies, and best practices to continuously improve the quality and efficiency of software solutions for the company's project.
Work on design, develop / build unified communication and collaboration servers, storage and VMware Infrastructure solutions based on business and application requirements and design the automation for its delivery. These activities include migration planning, test plans, high- and low-level design documents (System Architectural Document) for the multiple Datacenter and end user technologies migration scenarios (Demergers, Datacenter consolidation, Mergers etc.) for the company's project.
2) IMPLEMENTATION– 30% OF THE WORK
Will Involve :
Assist in identify and evaluating best practices for the company's project.
Architect, design, and implement efficient, reusable, and reliable contact center solutions by industry best practices and company coding standards for the company's project.
Perform pre-installation site review / evaluation for adequate infrastructure. Ensures that the proper materials and Client arrive at the customer site on a timely basis for the installation of company equipment for the company's project.
Gather and analyse the existing legacy voice, video, IM, Chat, and collaboration infrastructure and environment of the client. Gather entails existing Architectural diagrams, hardware or VM connectivity, Type of devices and features enabled). Analysis entails LLD and HLD design and possibilities to migrate to the update technologies like cloud solutions etc for the company's project.
Collaborate with other teams within the organization to ensure successful integration and deployment of software solutions for the company's project.
Assist in estimate, plan, and execute of project timelines and deliver for the company's project.
3) SUPPORT– 30% OF THE WORK
Will Involve :
Support, maintain, and document software functionality for the company's project.
Optimize software performance, scalability, and security through continuous testing, code profiling, and performance benchmarking for the company's project.
Administer and maintain communication manager applications (Cisco, Avaya) and contact center applications (Amazon, Cisco, Avaya, Genesys, MS Teams) for the company's project.
Administer and maintain enterprise contact recorder applications (Verint, Cisco, CSI, Avaya) for the company's project.
Evaluate contact center and agent historical performance, forecast and schedule generation, and methodologies to manage schedule changes provided by team based on interval trends in customer environment for the company's project.
Troubleshoot, diagnose, and resolve complex technical issues promptly to ensure minimal disruption to project timelines and customer satisfaction for the company's project.
Support change request, additional call flow, additional lines of business, new requirements for the company's project.
Ensure compliance to global processes follow for the company's project.
Mentor junior engineers and contribute to the growth of the engineering team's technical knowledge and expertise for the company's project.
4) MANAGEMENT – 10% OF THE WORK
Conduct customer interaction / discussion on business needs to design the unified communications voice, video, and contact center solution to cloud based solution in data centers [public cloud, private cloud, or hybrid cloud] on a regular basis for the company's project.
Work on disaster recovery and business continuity plan design and implementation for contact center / unified communications and collaboration for the company's project.
Design entails create a backup plan for high availability like switch users from the primary datacenter domain to secondary data center domains. Implement entails create primary and secondary domains in different geographical areas for the company's project.
Assist on-site vendor management and coordination for data center and contact center / unified communication transformation projects. This entails enable and configure access management to the site for vendor visit for the company's project.
Lead the development of contact center VoIP tech strategy to support current and emerging needs. This entails provide services like softphone solutions for contact center agents to connect remote for the company's project.
Document the lessons learned during project execution and highlight the improvement areas by capturing and update new technical issues for the company's project.
Develop / improve production readiness process to ensure the team is ready to support features deployed to production. This entails create standard operation procedures docs with new features and explain the same to users with presentations for the company's project.
Create the risk register template to capture all technical track gaps during the knowledge absorption and template to capture vendor contract to work with incident resolution by create the service league agreements and track the possible risks based upon the knowledge absorption for the company's project.
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