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Contact Center Infrastructure Specialist
3 weeks ago
This role requires a highly analytical and detail-oriented professional with strong technical skills. You will be responsible for managing contact center infrastructure, working closely with project teams and business partners to ensure seamless execution.
The ideal candidate will have experience in telecommunications architecture, genesys, five9, avaya, nice, etc., and possess excellent problem-solving skills. They will also have strong communication and presentation skills, enabling them to effectively collaborate with colleagues across different levels within the organization.
Key Responsibilities:
- Serve as day-to-day operational administrator for Apple's global contact distribution platform.
- Collaborate with project teams and business partners to understand their needs and develop solutions.
- Act as execution lead to ensure timely and high-quality project deliverables.
Requirements:
- 5+ years of experience with contact center telecommunications architecture.
- Fluent in written and spoken English.
- Detailed professional experience with building and administering contact routing, test routines, cutover plans, and disaster recovery solutions.
Preferred Qualifications:
- Strong problem-solving and analytical skills, applied in both project design and high-impact production support environments.
- Proficient at creating easy-to-understand flowcharts and pictorial representations of technical solutions.
- Established expertise in evaluating risks and benefits of different solution options.
A bachelor's or master's degree in IT or CS is preferred but not necessary.
