Sr. Tech Ops analyst
Job Description Contact Center Operations Engineer - Engineer will support all In-Scope Contact Center Technologies, proactively monitoring and quickly responding to hardware, software, and network Incidents. Candidate must have excellent written/verbal communication skills and work closely with vendor/contractor partners. Responsibilities include planning and implementing after-hours changes/upgrades to Voice and Contact Center related applications and infrastructure, completing detailed implantation plans/design documentation, and troubleshooting/resolving complex Incidents. Candidate must be able to provide expert-level troubleshooting, and end-to-end support/resolution of Service Requests.
Responsibilities Incident Management:
• Perform resolution for all Cisco Unified Contact Center infrastructure for all Incidents following Ameriprise Service Management processes.
• Expert level troubleshooting and analysis for all In-Scope Technology.
• Analysis and resolution of chronic or undetermined issues.
• Deep dive analysis of Problems and Incidents.
• Expert Analysis of device, server network performance logs to triage Incidents/Outages as they occur.
Problem Management:
• Provide technical expertise for Problem Management support (including RCA).
• Analysis and resolution of chronic or undetermined issues.
• Application based performance captures.
Change Management:
• Must be able to Implement technology changes, including after hours, to configure, upgrading and maintain supported technologies
• Document detailed change implantation plans / procedures and be able to represent said plans during change management reviews
• Work with ITIL and Change Management processes and comply with all security policies
Configuration Management:
• Review and update detailed technical and Architectural Standards.
• Specialist in the field or technology supported.
• Partner with Ameriprise CDO experts for alignment on strategies and priorities.
• Tightly integrated with Ameriprise Delivery Teams for the implementation of new technologies and capabilities
• Provide expert product-specific skills in supported technologies.
• Work directly with product manufacturer to resolve any issues, identify any enhancements and implement.
• Analysis and resolution of chronic or undetermined issues.
• Audit contact center infrastructure to verify conformance to standards and best practices.
OTHER BEHAVIORS:
• Build partnerships with Ameriprise CDO experts and Portfolio Architects.
• Demonstrate continuous learning of Ameriprise Business and technical environment.
• Lead, mentor and coach L1 and L2 Resources.
• Work directly with manufacturer technical assistance or research and development.
• Initiate conversations with escalated Ameriprise engineers and support vendors (i.e. Cisco TAC).
Required Qualifications • Degree in Computer Science, Engineering related field; or equivalent work experience. Preferred certification(s): UCCE Specialist, CCIE Collaboration, CCNP Collaboration.
• Effective written and verbal communication skills and ability to articulate technical information across multiple organizational levels.
• Demonstrate strong analytical, problem solving and debugging skills.
• Should be flexible with the shifts depending upon the business requirement.
• Engineer is expected to possess 5-7 years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies:
1. UCCE - Unified Contact Center Enterprise 11.6 - 12.5
• ICM, AW/HDS, Routers, Loggers, Agent / VRU PG's
• CVP, Call Server, VXML server
• SQL 2008 R2, 2016, Call analysis/Queries based on RCK / RCKD
• CTI Integrations with 3rd party applications
• CTISVR log collection & analysis
• Agent Desktop software, Finesse / Other 3rd Party CRM's
• Basic ICM scripting knowledge, call routing/queueing design
• ICM Web Setup, PG Setup, Script Editor, Configuration Manager
• CUSP (SIP Proxy)
• CUIC Reporting
• Nuance ASR/TTS
• F5 Load Balancers
• CCE Integration eGain Chat & Click to Call
• VMware software, ESXi B-series, C-series, vCenter
2. CUCM - Call Manager 11.5 - 12.5
• Call Routing troubleshooting- Traces / Debug collection
• Media Resources, MTP, Conference Bridge, XCODE, MRG / MRGL's
• System health monitoring - RTMT
• CTI Route Point Configuration
• Call routing configuration, Dial plan, Route patterns, hunt groups, route lists
• SIP Trunking, ICT, H323, MGCP configuration
• DRS Backup configuration
• Patches (COP files, ES Upgrades)
• Move, Add, Change administration
3. IOS ASR / ISR Voice & Data gateways
• Experience with IOS patches and upgrades
• SIP / ISDN debugs and troubleshooting skills
• CUBE
• VOIP dial peer configuration
• Translation rules / DNIS / ANI
• DSP Gateways (Media Resources)
• VXML Gateways
• Telephony services configuration
• TFTP, firmware, MOH
Preferred Qualifications Preferred certification(s): UCCE Specialist, CCIE Collaboration, CCNP Collaboration.
