TLS SaaS Engineer

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Roles

To provide third-level private cloud-based Application Support for ACD and IVR systems and associated infrastructure
Implementation of new products/services into both a quality assurance environment as well as a production environment

Duties

Support of Production Issues
Providing direction to the Operations Team and Network management Center regarding how an issue is to be identified/resolved
Collection and analysis of production data through process logs and SQL data in an effort to determine the root cause
Provide third-party partner and internal development group with the required analysis/data to generate fixes/updates for production issues
Configuration, implementation, testing of fixes/updates in the QA environment and also in production
Supporting or leading high-level support calls with customers during service outage scenarios

New Software Implementation

Participating in initial design meetings
Maintaining an ongoing schedule of all internal/external implementations and providing implementations dates for all projects
Accepting third-party partner and/or PS-Dev handoff of projects, implementing them into the QA environment, and working with partner/ PS-Dev to validate the installation. Supporting the business partners with their unit acceptance testing in the QA environment
Supporting the business unit with their unit acceptance testing in the QA environment
Maintaining the implementation plan, along the way, as changes/updates are made to the project
Implementing all new projects into production

Basic Qualifications

One year of experience working with a Windows server based inbound/outbound (blended) ACD in a call-center environment OR 3+ years’ experience supporting a Windows Server based product, in a Software as a Service environment
Experience with utilizing MS SQL Server 2008/2012 for investigative troubleshooting
Basic experience navigating in a Linux environment to view logs for troubleshooting purposes
Ability to provide on-call support on a scheduled rotation
Excellent verbal and written communication skills
Excellent time management, project management and leadership skills
Excellent analytical skills and problem solving abilities
Strong initiative and the ability to anticipate problems and prepare for solutions
Ability to work in a team environment. However, when necessary must be able to work independently, maintaining a high level of accuracy with minimal guidance

Preferred Qualifications

Bachelor’s degree in a field related to Information Technology
5+ years of experience working with a backend Windows based inbound/outbound (blended) ACD in a call-center environment
Experience and/or Certifications in Amazon Web Services
2+ years of experience as a Database Administrator in a MS SQL Server 2008/2012 environment
Proficiency in PowerShell and shell scripting for troubleshooting and task automation

Job Benefits

Competitive compensation program
Outstanding benefits package (including medical, dental, vision and life insurance)
401(k) plan
Excellent holiday/vacation plans
Employee Referral Bonus Program
Annual performance-based bonus
Ongoing training opportunities