Infrastructure Engineer 4/Genesys

Infrastructure Engineer 4/Genesys#26-11841

CHARLOTTE, NC

All On-site

Job Description

Title: Infrastructure Engineer 4/Genesys

Location: Charlotte, NC

Irving, TX

Additional Notes:

Backfill

Contract - 18 months, possibility to extend or convert

RTO schedule - 3 days in office MANDATORY, will be part of on-call rotation

Interview process: 1 hour virtual panel interview

Job Descriptions:

In this contingent resource assignment, you may: Consult on complex initiatives with broad impact and large-scale planning for Infrastructure Engineering.

Review and analyze complex multi-faceted, larger scale or longer-term Infrastructure Engineering challenges that require in-depth evaluation of multiple factors including intangibles or unprecedented factors.

Contribute to the resolution of complex and multi-faceted situations requiring solid understanding of the function, policies, procedures, and compliance requirements that meet deliverables.

Strategically collaborate and consult with client personnel.

Required Qualifications:

5+ years of Technology Infrastructure Engineering and Solutions experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.

Top Skills:

5+ years of experience with contact center routing

Genesys Computer Telephony Integration (CTI) experience

Platform and production support experience (Servicenow change and incident management or other similar system)

Linux or Windows experience

OCP platform support

Nice to Have:

Cloud based contact center solution would be a big plus (Genesys, Avaya, any other relevant contact center cloud solution)

Platform support on infrastructure for complete contact center technology environment at client. Take care of the Windows and Unix boxes that route the calls. 95% of boxes are in Linux, 5% in Windows.

Will be hybrid working with the legacy system being sunset (Genesys Computer Telephony Integration) for the new cloud environment, CCaaS (Contact Center as a Service) from Five9. Will support production issues from both new and old. Incident volume is about 100 - 200 tickets per week that automated solutions may handle. Actual hands-on keyboard solutions may be about 3-4 per week.

Genesys is a niche skillset that usually takes about 3 years to be proficient in, so prior experience is important to be able to contribute.

3 days hybrid, no preferred days. Will be on call, if called in, would bill OT. Do a 24x7 coverage, 12-hour relay to India between 8 and 8. 7 day week rotation for on call, 4 weeks rotation.

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.