Senior Systems Administrator, Call Center Operations

San Jose (Hybrid 3 days a week in office)

We have partnered with a company that provides consulting services specializing in statistical analysis and risk management who are looking for a Senior Systems Administrator, Call Center Operations to join their growing global team.  

The Senior Systems Administrator, Call Center Operations will be responsible for the support and maintenance of contact center related applications, in addition to the implementation of new solutions.

Responsibilities

• Provide tier 3 support for supported applications and platforms and when required in collaboration with experts in other tier 3 teams or vendors
• Administer / Support / Maintain / Troubleshoot solutions
• Be a subject matter expert on server products or platforms

• Understand and clarify business or technical problems raised by stakeholders
• Work with internal and external providers, consultants, and vendors to determine the most cost-effective solutions satisfying the requirements and the constraints
• Participate in identification, design, evaluation, and estimation of solutions
• Deploy new and retire legacy solutions

• Create standard operating procedures and implement best practices improvements

• Document for various audiences, at the multiple levels of the processes, to support availability and suitability
• Participate in an on-call support rotation to provide technical support and work outside normal business hours as required

• Transfer of knowledge to junior and intermediate team members

Qualifications

• 4+ years of experience as a system administrator managing either a Contact Center, ACD call center, Voice platforms, Chat solutions, CRM, ERP or similar platform with 100+ concurrent users

• 4+ years of experience as Windows/Linux or Network administrator with 100+ concurrent users
• Experience supporting high volume, public facing web applications with an emphasis on high availability, redundancy, and security

• Experience administering multiuser, mission critical and high availability servers that operate 24x7

• Experience with contact center or customer service solutions
• Experience with products from Alvaria, Aspect, Noble Systems such as Unified IP, CXP, Prophecy, WFM , etc would be an asset
• Experience managing or supporting chatbots, NLU, NLP or AI would be an asset

• Understanding of networking/interconnectivity concepts, protocols, devices and related toolsets
  • e.g. VLANs, ACLs, TCP/IP, IPSEC, Proxies, Reverse Proxies, (S)RTP, SIP, IAX, AJP, HTTP(S), SOAP, REST API, SMTP, SDN, nmap, tcpdump, wireshark, curl, telnet

• Understanding of common enterprise application stack components, how they interact, how to navigate in the layers and the related toolsets
  • e.g. Hardware, Virtualization, OSes, Application Servers, Applications, Dependencies, Databases, Storage, Monitoring, Automation
• Understanding of identity management, authentication and authorization

• • • e.g. LDAP(S), AD, Kerberos, ADFS, SAML, oAuth, ADAM
  • Understanding of scripting or code would be an asset
    • e.g. Powershell, Bash, Python, Javascript, Java, C#, PHP, SQL

• Needs to be proactive, responsive, and accountable.

• Excellent written and verbal communication in English

• Able to multi-task and deal with high pressure and fast changing environments

This is a fantastic opportunity to join a growing team. The company offers life & health insurance coverage, additional time off, and a training sponsorship program. 

If this sounds like the ideal position for you then apply today with an English version of your CV.  

Kellie

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