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 Systems Administrator, Call Center Operations to join their growing global team.  

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

Responsibilities

• Administer / Support / Maintain / Troubleshoot solutions
• Participate in identification, design, evaluation and estimation of solutions
• Deploy and maintain selected solutions
• Retire legacy solutions
• Document for various audiences, at the multiple levels of the processes, to support availability and suitability
• Contribute to standard operating procedures and best practices improvements
• Participate in an on-call support rotation to provide technical support and work outside normal business hours as required

Qualifications

• 2+ 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

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

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

• Experience with contact center or customer service solutions

• 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
• 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 annual time off, and 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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