| Urgent Requirement ::Senior Contact Center Platform Analyst:: Harrisburg, PA(Hybrid) :: Video at Harrisburg, Pennsylvania, USA |
| Email: [email protected] |
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From: Ritika Arora, GVR Infotek [email protected] Reply to: [email protected] Job Description - Senior Contact Center Platform Analyst location-Harrisburg, PA Summary: The Senior Contact Center Platform Analyst is a technical role primarily responsible for implementing, upgrading, troubleshooting, and maintaining the contact center systems, voice network, and related applications. This position ensures system performance, prepares reports, provides Tier III support, and collaborates with vendors for application-specific solutions. Working with minimal supervision, this role requires a high level of technical expertise and problem-solving skills to address complex challenges effectively. Primary Duties and Responsibilities: Network and Systems Support, Implementation, and Configuration (60%) Analyze data to define application requirements, system constraints, and controls for operation. Maintain documentation for call flows, architecture, and intersystem dependencies. Monitor and analyze system traffic, ensuring performance aligns with organizational needs. Configure and maintain telephony systems, including user objects and server-based environments. Diagnose and resolve end-user telephony issues, escalating to vendors when necessary. Evaluate upgrades and prepare systems for implementation. Participate in security meetings and ensure compliance with IT vulnerability mitigation timelines. Maintain Linux server applications and collaborate with IT teams to maintain infrastructure robustness. Execute enterprise deployments for softphones or Unified Communication (UC) clients. Apply patches, hotfixes, and software updates to ensure application integrity. Troubleshoot and resolve root causes of issues with thorough documentation. Project Management and Communication (25%) Lead projects to configure voice and contact center tools, including hardware, software, and networks. Assist in infrastructure and application evaluation and selection for voice solutions. Assign tasks to project teams and manage multiple priorities effectively. Communicate project updates to stakeholders, including vendors and internal teams. Develop project quotes and track telephony hardware inventory. Prepare and configure reports as required. Software Deployment (10%) Assist in deploying application software to production and nonproduction environments. Troubleshoot issues during deployment and document solutions. Deploy IVR applications and monitor PBX systems to ensure functionality. Other Duties and Responsibilities (5%) Stay updated on application server software beyond primary focus. Comply with enterprise security and privacy policies. Participate in certificate management and disaster recovery processes. Support vendor contract negotiations and participate in RFP processes. Perform other duties as assigned. Qualifications Education and Experience Bachelors degree in Computer Science or IT-related field with 4+ years of relevant experience, or equivalent education and training. Proficient in client-server and voice network principles, business process automation, and telephony concepts. Hands-on experience with VMware platforms and Microsoft Operating Systems. Advanced analytical, communication, and problem-solving skills. Additional Knowledge, Skills, and Abilities Strong ability to debug and identify root causes for complex issues. Proficiency in relational database concepts and server-based systems. Demonstrated ability to read and implement technical product manuals. Thanks & Regards, Ritika Arora Technical Recruiter | GVR Infotek LLC : 13573 Tabasco Cat Trail, Frisco, TX 75035 Email: [email protected] Keywords: information technology Pennsylvania Texas Urgent Requirement ::Senior Contact Center Platform Analyst:: Harrisburg, PA(Hybrid) :: Video [email protected] |
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| 04:04 AM 22-Nov-24 |