TLS SaaS Engineer

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Roles

  • To provide third-level private cloud-based Application Support for ACD and IVR systems and associated infrastructure
  • Implementation of new products/services into both a quality assurance environment as well as a production environment

Duties

  • Support of Production Issues
  • Providing direction to the Operations Team and Network management Center regarding how an issue is to be identified/resolved
  • Collection and analysis of production data through process logs and SQL data in an effort to determine the root cause
  • Provide third-party partner and internal development group with the required analysis/data to generate fixes/updates for production issues
  • Configuration, implementation, testing of fixes/updates in the QA environment and also in production
  • Supporting or leading high-level support calls with customers during service outage scenarios

 New Software Implementation

  • Participating in initial design meetings
  • Maintaining an ongoing schedule of all internal/external implementations and providing implementations dates for all projects
  • Accepting third-party partner and/or PS-Dev handoff of projects, implementing them into the QA environment, and working with partner/ PS-Dev to validate the installation. Supporting the business partners with their unit acceptance testing in the QA environment
  • Supporting the business unit with their unit acceptance testing in the QA environment
  • Maintaining the implementation plan, along the way, as changes/updates are made to the project
  • Implementing all new projects into production

 Basic Qualifications

  • One year of experience working with a Windows server based inbound/outbound (blended) ACD in a call-center environment OR 3+ years’ experience supporting a Windows Server based product, in a Software as a Service environment
  • Experience with utilizing MS SQL Server 2008/2012 for investigative troubleshooting
  • Basic experience navigating in a Linux environment to view logs for troubleshooting purposes
  • Ability to provide on-call support on a scheduled rotation
  • Excellent verbal and written communication skills
  • Excellent time management, project management and leadership skills
  • Excellent analytical skills and problem solving abilities
  • Strong initiative and the ability to anticipate problems and prepare for solutions
  • Ability to work in a team environment. However, when necessary must be able to work independently, maintaining a high level of accuracy with minimal guidance

Preferred Qualifications

  • Knowledgeable experience with Aspect products is preferred, to include Aspect’s UIP product as well as AQM, WFM and ALM products.
  • Bachelor’s degree in a field related to Information Technology
  • 5+ years of experience working with a backend Windows based inbound/outbound (blended) ACD in a call-center environment
  • Experience and/or Certifications in Amazon Web Services
  • 2+ years of experience as a Database Administrator in a MS SQL Server 2008/2012 environment
  • Proficiency in PowerShell and shell scripting for troubleshooting and task automation

 Job Benefits

  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, vision and life insurance)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities

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Available Positions