PIN FY23-Q3-NH-Any-Any-Any-010515584903

Principal Contact Center Engineer SRE

Oracle Contact Center Team is looking for an experienced Principal Engineer to join the Platform Engineering team to support global contact center system with multi-channel functions across our 80+ lines of business and 18K users configured. The Principal Engineer works with peers and other Oracle OCI groups supporting the contact center infrastructure, applications and system integrations. This position will be responsible for providing technical expertise for contact center implementations, discovery sessions, technical documentation and knowledge transfer to peers.

As part of the Platform Engineering Contact Center team, you will drive innovation as you implement, test and support intelligent customer contact solutions. The principal role works with other Oracle functional teams to support the global contact center operations. Responsibilities will include coordinating with cross-functional Contact Center Operations, Enterprise Engineering, Unified Communications, Networks, Cloud Operations, Security and Contact Center product communities to drive the implementation of Contact Center solutions which meet the strategic needs of the business.

 The Principal Contact Center Engineer will diagnose and resolve issues escalated from peer Contact Center Technology Support Engineers after a predetermined amount of time has passed without resolution and will also be asked to research and develop solutions to previously unknown issues. The Principal Contact Center Engineer is also responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the issue.

Job Duties/Responsibilities:

• Investigating complex technical issues and working with partnering personnel to resolve complex issues
• Work within the Agile framework to provide estimates and deliver new product functionality in a timely and efficient manner
• Ability to prioritize work effectively and meet tight deadlines when required
• Ability to manage multiple projects of varying size and technical complexity
• Ability to troubleshoot dial plans and call flow routing logic.
• Installation, configuration, monitoring and maintenance of a variety of contact center components, such as media recorders, media call processors, telephone number management, sip routers, sip agents, voice and digital routing servers, outbound strategies and advanced call routing functions.
• Providing system configuration, administration and documentation support.
• Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor.
• Follow department implementation standards and Change control processes
• Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner
• Perform technical presentations.
• Participate in Detail Design Sessions with Architects.
• Keep up to date on newly released versions of Contact Center and 3rd party contact center products.
• Provide technical reports for capacity, utilization, performance.
• Keep systems under monitoring, addressing alarms/thresholds.
• Work closely with other functional teams (Network/Telecom/Cloud Ops/Security/Database)
• Develop Contact Center technical documentation as required
• Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.
• Track performance against service level agreements.
• Perform contact center audits as necessary
• Ability to manage multiple priorities, commitments and projects in a fast-pace dynamic environment
• Perform other duties as required by management

QUALIFICATIONS

 Required

• Cloud based platform (preferably Genesys Cloud) for a global company with over 5,000 agents.
• You worked in international environment.
• You have excellent analytical and problem-solving skills.
• You are a strong communicator both in writing and verbally. You are fluent in English and can hear English across multiple accents
• Coach and mentor other engineers on best practices
• Previous experience and expertise with two or more of the following vendor products (both cloud and on-premises): Genesys, NICE, Cisco, Aspect, Avaya and Nuance.
• The candidate should be proficient with navigating and performing basic system administration for server operating systems including red hat Linux network and OS commands including basic shell scripting.
• Ability to write clear and concise engineering implementation documents
• Ability to deliver training material to support staff
• Ability to work on projects with a professional attitude and exceptional organizational skills under pressure.
• Accountable to task ownership, meeting deadlines and operating maturity with minimal supervision
• Strong understanding of VoIP QoS and SIP Protocol troubleshooting.
• Understanding of SIP, RTP, SBCs and Voice infrastructure.
• Familiar with Network Load Balancing concepts (NLB, F5)
• Overall Technical expertise in multi-channel contact center telephony systems such as: Email, Chat, SMS (text), social media, Inbound / Outbound Voice, Web, Text-To-Speech systems (MRCPv1/v2)
• Understand TCP/IP networks and standards (IEEE 802.1)
• Technical knowledge to Configure, maintain, troubleshoot Call agents, ACD Systems, enterprise voice/contact center solutions, VoIP technology, IVR systems, Call Recording.
• Familiar with network topologies such as MPLS, Frame Relay, ATM, ISDN, etc.
• Ability to organize workload for effective implementation
• Ability to interact effectively at all levels with sensitivity to cultural diversity
• Ability to function as an effective team leader
• Ability to adapt as the external environment and organization evolves

Preferred

• Experience building multi-tenant, virtualized infrastructure a strong plus
• Experience in Cloud infrastructure and Security a strong plus
• 5+ years of Routing Development
• 5+ years of Genesys Framework
• Experience in developing Routing workflows using Composer & Genesys Rules Engine
• Experience in Genesys Contact Center Solutions (Voice Routing)
• Experience in designing, developing, and debugging routing solutions implemented using Genesys Orchestration Server, GA, GAX.
• Experience in troubleshooting routing issues in production on calls
• Development experience using Genesys Suite of technologies (Genesys CTI, Genesys Composer, ORS Orchestration Server, Genesys Mobile Services, Genesys WWE)
• Proficient in Client applications like Composer, GAX (Genesys Administrator Extension), GA (Genesys Administrator), Pulse, log analysis tools
• Experience with Genesys Cloud solutions
• The candidate should have an overall knowledge of how to configure basic network infrastructure components: TCP/IP routers, proxies, load balancers.
• The candidate should have practical experience in working and tuning of at least one of the modern Relational Database Management Systems: MSSQL, Oracle, MySQL, etc.

Education:

Required

• Bachelor’s degree or equivalent work experience.
• Genesys Voice/CTI Certification.
• Genesys Reporting Certifications.
• Excellent oral and written communication, customer service, and presentation skills required

Preferred

• Bachelor’s degree in a technical/business discipline
• ITIL Certification (preferably V3)
• Linux and shell scripting
• CCaaS certification
• Cloud foundations certification

Solve complex problems related to infrastructure cloud services and build automation to prevent problem recurrence. Design, write, and deploy software to improve the availability, scalability, and efficiency of Oracle products and services. Design and develop designs, architectures, standards, and methods for large-scale distributed systems. Facilitate service capacity planning and demand forecasting, software performance analysis, and system tuning.

Work with Site Reliability Engineering (SRE) team on the shared full stack ownership of a collection of services and/or technology areas. Understand the end-to-end configuration, technical dependencies, and overall behavioral characteristics of production services. Responsible for the design and delivery of the mission critical stack, with focus on security, resiliency, scale, and performance. Authority for end-to-end performance and operability. Partner with development teams in defining and implementing improvements in service architecture. Articulate technical characteristics of services and technology areas and guide Development Teams to engineer and add premier capabilities to the Oracle Cloud service portfolio. Understand and communicate the scale, capacity, security, performance attributes, and requirements of the service and technology stack. Demonstrate clear understanding of automation and orchestration principles. Act as ultimate escalation point for complex or critical issues that have not yet been documented as Standard Operating Procedures (SOPs). Utilize a deep understanding of service topology and their dependencies required to troubleshoot issues and define mitigations. Understand and explain the affect of product architecture decisions on distributed systems. Professional curiosity and a desire to a develop deep understanding of services and technologies.

A BS or MS in Computer Science, or equivalent. Identifies and implements complex solutions to knowledge of server hardware and software configuration, networking, standard internet services, scripting languages, cloud computing patterns, technology security and compliance. Experience running large scale customer facing web services. Identifies and implements complex solutions to understanding of load balancing technologies and experience with development in programming languages, databases and big data stores, and container technologies. Work involves defining and documenting technical architecture of complex and highly scalable products. A minimum of 8+ years experience of running large scale customer facing web services.

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.