Provide monitoring and support of customer applications and cloud environments on a 24 x 7 x 365 basis using monitoring and alerting platforms.  Participate in applying AI solutions, automating existing processes, delivering net new enhancements for Customer specific needs/requests, and overseeing management and performance of our Customers' Applications. All assignments are in support and focused on delivering high system availability, leveraging AI-assisted diagnostic and troubleshooting tools, reliability, and real time  data/health monitoring. Actively participate in Investigation, and escalation of incidents by following Standard Operation Procedures, document the findings and conduct Root Cause Analysis (RCA). Evaluate and identify trends based on customer issues.

Facilitate and manage scheduled changes or events and facilitate Customer communication. Interface directly with Customers; to include performing basic health validations of systems,  coordinating communications between technical teams, following defined processes for problem classification, triaging and management of the appropriate internal and external parties for the sake of remediation, when required.

• General networking concepts
• Windows Server fundamentals
• General application troubleshooting
• Strong Verbal communication skills with Excellent writing skills
• Security background check and Drug test required
• Ability to work variable shifts
• Interest and aptitude in growing technically
• Highly motivated
• This is an on-site position located at our Coppell, TX office.
• This position is not eligible for employment visa sponsorship.

Good to have – Bonus Points

• Cloud or contact center concepts
• Networking / Voice - LDAP, AD, SSL Certificates, TCP/IP, DHCP, VLAN, SIP, UDP, QoS, VoIP, VLAN
• Contact center concepts or technology
• Associate’s degree and/or Technical Certifications
• Genesys Cloud CX fundamentals
• AWS Connect fundamentals
• KPI frameworks & CX improvement methodologies
• Data storytelling and visualization (Excel/Power BI)
• AI-assisted analytics for speech, routing, and forecasting
• Consulting communication and client-facing delivery

What you will Learn:

• Genesys Cloud CX fundamentals
• Analytics concepts
• AI concepts
• Speech recognition concepts
• Bot integration concepts
• Client communication and client-facing delivery
• Customer satisfaction concepts
• Change and validation processes
• Contact center and support engagement concepts

Job Types: Full-time, Contract

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Schedule:

• Evening shift
• Night shift
• Weekends when scheduled