Senior Infrastructure Engineer

5 days ago

Kota, Rajasthan, India beBeeInfrastructure Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Job Title: Senior Infrastructure Engineer

Key Responsibilities:
  • Collaborate with senior management to develop and execute strategies that align with organizational objectives.
  • Establish implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
  • Negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
  • Develop disaster recovery plans and conduct testing to detect faults.

This role is primarily responsible for designing, engineering, and operating global contact centers built on heterogeneous platforms, including cloud contact centers like Nice InContact, Genesis, Amazon Connect, and Audio codes.

Responsibilities Include:
  • Designing and implementing skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
  • Continuously assessing and refining workflows to enhance customer experience and operational efficiency.
  • Providing subject matter expertise and guidance on best practices.
  • Managing telephony solutions aligned with business objectives.
Requirements:
  • Bachelor degree in Engineering or a related field.
  • 3-8 years overall experience in IT infrastructure management.
  • Must have experience in NICE inContact or CXone solutions, including voice, chat, email, and SMS channels.
  • Certifications in contact center management or NICE CXone platforms are advantageous.
Desirable Skills:
  • Strong operational experience, understanding of systems maintenance, licensing, configurations, and disaster recovery.
  • Good understanding of Network basics, additional certifications in voice/network stream would be beneficial.
  • Compliance and security related understanding with respect to voice devices and various platforms.
  • Forward looking with good industry trends and forthcoming technologies in the voice arena.

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