Network Engineer

Overview

We are seeking a skilled and experienced Network Engineer to join a prestigious financial services firm to provide production support for the Contact Center applications and services. As a critical member of the team, you will troubleshoot complex production issues, ensure seamless voice application performance, and collaborate with cross-functional teams to maintain and improve our Contact Center technologies. If you have a passion for solving technical challenges, thrive under pressure, and are experienced in voice application support, we would love to hear from you.

Key Responsibilities:

• Production Support & Troubleshooting: Analyze, troubleshoot, and resolve application issues in production, ensuring high service availability.
• Documentation: Document resolutions and troubleshooting steps in the Knowledge Article System for knowledge sharing and future reference.
• On-Call Support: Provide off-hours on-call escalation support on a rotational basis to ensure quick resolution of service recovery events.
• Release & Deployment: Coordinate and provide off-hours Release/Deployment/Maintenance support and application health validation as requested.
• Application Monitoring: Ensure smooth operation of Contact Center applications, including monitoring alarms, handling errors, and maintaining overall system health.
• Continuous Improvement: Promote advancements in Contact Center technologies (IVR, Voice, Chat, and Email) to ensure the highest level of service and efficiency.
• Security & Compliance: Ensure that all environment objects (certificates, password rotations, currency patching) align with security standards.
• Collaboration: Work closely with infrastructure teams, vendors, and internal stakeholders to resolve issues and implement improvements.

Qualifications:

• Experience:

  • Minimum 3 years of experience supporting voice applications in production environments, including IVR, Session Border Controllers, Genesys Voice, CTI Softphone technologies, VoIP, and Contact Center Cloud technologies.
  • Experience in Agile environments.
  • Proficient in using system monitoring and alerting tools (e.g., Splunk, AppDynamics, ITSI).
  • Strong understanding of web technologies (languages, frameworks, techniques).
  • Familiarity with Load Balancing tools such as F5 is a plus.

• Technical Skills:

  • Solid proficiency with Linux operating systems.
  • Experience with automated deployment tools like Bitbucket/Bamboo and/or Jenkins.
  • Experience with Genesys Cloud (Chat and Email) or NICE inContact Cloud is highly desirable.
  • Strong understanding of Change Management, Incident Management, Problem Management, and Root Cause Analysis processes.

• Soft Skills:

  • Strong problem-solving abilities and calm under pressure.
  • Excellent communication and interpersonal skills.
  • Collaborative team player with the ability to engage with cross-functional teams.

• Education:

  • Bachelor’s Degree in Computer Science, Information Technology, or related field.