The Contact Center support team focuses on the availability of the platforms which the contact center agents use to service our customer base. The team is currently made up of several building blocks which start at the point the carrier delivers the call and end at the point the call is answered by the agent - within this we support SIP/PSTN call delivery, the core Avaya platforms and interlocked ancillaries which provide MI, Voice Biometrics, IVR services, extending to adjunct applications such as Call recording, dialers and other intranet based applications. The team has direct links with business users and incident management teams with a primary role of ensuring the service remains available to the agreed SLA's. In addition to this, the team work closely with project delivery teams on new technologies and successfully integrating them with the current estate and bringing them into support. The run the bank team exists solely to manage the availability of applications / technology for Barclays colleagues and customers (including performance). The team manages in excess of 500 applications, running on 8000+ servers each with 10k's of files - 35,800 unique components each with its own configuration settings. The team manages this environment 24x7x365, providing on call cover with c.10% of staff being on call every evening. The team is made up of several Voice specialists based across UK, US & India to provide follow the sun support. This role is primarily focused on incident management, change management & problem management across all technologies supported by the team. The role extends across the global estate with a focus on the local infrastructure in the US. There is an expectation that the role will support technologies across all geographies. What will you be doing? Operational support, incident management, change implementation & management, problem management across the systems which provide contact center services to the Barclays business. oIncident management, dealing with incidents raised by the business users via the Incident management toolset oChange Management - managing the change process for any incident driven change activity, or for changes in support of project implementations. oProblem management - consistent focus on root cause analysis, our problem process is strictly adhered to so we track known errors and items where a fix is required oInvolvement in major incident triage, working together as a team to return systems to service as quickly as possible and mitigate the impact to the business. oDay to day management and involvement with work orders and requests from the business from receipt to fulfillment. oEnsures that the requirements of agreed internal and/or external Service Levels are met oOn-call support for incident triage, support and incident resolution oAbility to manage multiple projects and tasks and to deal with conflicting timelines oIdentify and satisfy network, security, desktop and application interoperability requirements oExecution of HW/SW changes. Patching, upgrades, etc. oDrive system availability and capacity metrics oCoordinate and collaborate with internal/external contacts in establishing and carrying out responsibilities (globally) oIndependent decision making with accountability oAssist in recommending policies and drive reduction in OPEX oFamiliar with Asset Management of HW/SW infrastructure What we're looking for: o6 + years of experience in the telecoms/ Contact Centre support field o6 + years of experience of engineering of Contact Centre technology infrastructure across all major functions and has a comprehensive grasp of emerging technologies. o5+ years of experience with detailed understanding of telephony technologies ideally within Aspect and/or Avaya. o5+ years of experience supporting operational, incident management, change implementation & management, problem management across telephony systems within a global enterprise level organization. o4+ year of hands on experience working with and supporting a Contact Centre technology including CCaaS and CpaaS o4+ years of experience and strong working knowledge of open communication standards such as SIP and WebRTC o3+ years of knowledge and strong strategic vision, with a proven ability to, shape, develop and execute cloud and open strategy driving change. o2+ year of experience of Cloud capabilities including accreditation Skills that will help you in the role: oStrong knowledge/experience working within Enterprise Contact Centre environments oExtensive experience and detailed understanding of the following key technologies oAvaya System/Session management v7 oAvaya Communication Manager v6 oAvaya G450/G650 oAvaya AAEP v7 oAvaya AES v6 oAvaya Aura messaging v6 oAvaya CMS oNuance speech recognition oNuance Voice Biometrics oInbound / outbound ISDN / SIP oRibbon Session Border Controllers oVoice / network monitoring toolsets oExperience supporting any of the following platforms by a by a wider team where knowledge would be advantageous oVerint Voice recording v11 oAspect Dialer v7 oAspect Workforce Management oKana/Verint Chat oVideo technologies oAbility to interface with various technical teams, Management and vendors (globally) oProven ability to maintain leading edge skills and apply innovative technology concepts in a rapidly changing environment oAbility to think outside the box and develop creative solutions to challenges that are presented oSelf-motivated, detail orientated individual oExcellent communication skills (oral, written and presentation), organizational and collaboration skills oProject management skills and experience is preferred. oAbility to triage and manage incidents pertaining to voice oUnderstanding of data networks and impact on voice along with ability to triage network QoS/latency etc. oUnix/Linux and Windows server administrationSalary Range: NAMinimum Qualification5 - 7 years Associated topics: business, cost efficient, industrial engineer, manufacturing engineer, methods engineer, project, sap, supply, supply chain
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.