Application Developer-Contact Center
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You will work as a Contact Center Support Analyst/Specialist responsible for maintaining 24/7 availability and reliability of contact center systems. The role involves setting up monitoring dashboards and alerts, tracking SLIs/SLOs to detect and resolve issues quickly, and ensuring continuous system uptime.
As Tier 2 support, you will lead incident resolution efforts and perform root cause analysis for system issues. A key focus is on automating routine tasks, deployments, and failover processes to reduce manual effort and improve operational efficiency. You will also optimize system performance and plan for traffic growth and infrastructure scaling.
Platform maintenance is a core responsibility, including managing upgrades, patching, and security of contact center tools and infrastructure. Strong knowledge of the CISCO contact center platform is essential, along with proficiency in troubleshooting voice, chat, and email interaction issues. Familiarity with ITIL concepts and incident/change/problem management processes is required. Experience with ticketing tools such as ServiceNow, Remedy, or Jira is expected, and basic scripting or SQL/Unix knowledge is a plus.
