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Infrastructure Engineer in Chicago, IL at CRS Group

Date Posted: 11/10/2018

Job Snapshot

Job Description

Infrastructure Engineer
Duration: 2-month contract
Location: Chicago, IL
Overview: The CRS Group is currently looking for a Infrastructure Engineer for one of our clients in the Chicago area. The CRS Group is a nationwide Staffing Firm who works primarily with Fortune 500 and Fortune 1000 corporations.
Job Description:
  • Plan, design, develop, implement and support Telephony related infrastructure technologies including large Genesys contact center implementations including SIP Server, SIP Endpoints, GAX, Feature Server, VoIP Networking Architecture and Database required
  • Provide subject matter expertise around the specific technologies
  • Provide project lead oversight for the deployment of infrastructure projects
  • Act as primary vendor interface and tier-two support for applications and technologies provided and supported by vendors

Duties and Responsibilities:
  • Identify changes needed in the infrastructure configuration to achieve the technology organization goals
  • Define aggregate demand data in support of budget plans and make recommendations for ways to improve performance and / reduce costs
  • Supports the infrastructure strategy reviews and development by performing applicable analysis
  • Provide project management oversight to infrastructure implementation projects
  • Supports day-to-day operations, including resolution of individual user issues and requests
  • Implements technology and infrastructure changes for platforms to improve performance and scoring
  • Analyzes system response and determines tuning recommendations to improve performance
  • Manage effective issue identification and resolution process; serve as the focal point for infrastructure-related issue / crisis resolution
  • Identify opportunities to save costs and more effectively manage assets and escalate the opportunities
  • Ensure communication of process and procedure changes to key stakeholders
  • Design an effective test plan for any new / changed infrastructure technology and work with Project Managers, QA / Testing
  • Managers and Release Managers to ensure its implementation before the client takes possession of the system
  • Support identification and collection of metrics and performance reporting processes
  • Monitors delivery against SLAs and reports exceptions to management
  • Serves as a fully seasoned/proficient technical resource
  • Participate in process improvement initiatives, when applicable

Business Partnership:
  • Maintain contact with the business users to proactively identify needed changes
  • Establish working relationships with technical, business and sourcing counterparts
  • Participate in process improvement initiatives

People Management:
  • Manage individual workload and deliver to agreed upon milestones
  • Demonstrate ability to work in team environment and help resolve issues
  • Provide input to staffing plans at the project-level to identify key / required skills

  • Partners with Multi-channel Customer Service Operations & Financial Services to provide support, guide, and update care center and outsourced vendor activities
  • Provides analytical insight into contact center operations evaluates trends and leads changes/improvements in infrastructure and support.

  • College degree in related technical / business areas or equivalent work experience
  • Understanding of the technology organization and / or business and technology
  • Re-engineering / process improvement experience, leading and coaching quality improvement projects
  • Strong change management skills; change agent
  • Excellent problem solving / analytical skills and knowledge of analytical tools
  • Excellent written and verbal communication skills
  • Ability to create / define metrics that accurately reflects the current state of a given process
  • In depth understanding of the call center acumen, operations, strategy and business practices
  • Current technical experience relevant to Genesys contact center support including SIP Server, Outbound Contact Server and end to end call routing support, SIP endpoints, vendor support, Oracle databases, Wire Shark.  Genesys certifications are a plus
  • Previous experience supporting call recording (NICE) or workforce management (Aspect) integration is a plus
  • Must be able to support on-call rotation & overnight work as needed

Work Experience Required:
  • Infrastructure Engineer I: 5 to 7 years relevant work experience
  • Call Center Technologies:
  • Genesys - SIP Server, Interaction Server
  • Genesys - Workspace Desktop Edition (WDE)
  • Genesys - Feature Server & GAX
  • Genesys - Outbound Contact Server (OCS)
  • Genesys SIP Endpoints
  • VoIP & SIP Networking Architecture

 Other Call Center Technologies:
  • Genesys - ICON / InfoMart
  • Virtual Hold Technologies - Virtual Hold (VHT)
  • Business Objects
  • Red Hat Linux
  • Oracle Database
  • NICE Systems call recording & analytics - Engage, RTS
  • Aspect - Workforce Management (WFO) & RTA
  • Netscout nGenious
  • Audio Codes PSTN Gateways & Oracle SBCs
  • Empirix OneSight, VoiceWatch
  • Oracle (Acme Packet) Session Border Controller (SBC)
  • Audio Codes Mediant Gateway
  • PCI Segmentation

ss #83098
Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.