Lead DevOps Engineer

Let’s go create

Full Time Charlotte, North Carolina Posted 05/30/2024 Business unit: PTECH Areas of interest: Information Technology Requisition Number: 2024-34610 ESW312

TITLE: Lead DevOps Engineer

LOCATION: Charlotte, NC

JOB SUMMARY: Work as part of a team responsible for the complex technical support for Charter's internal and external custom multi-tier Java and .Net applications   surrounding Call Center and Spectrum subscribers operations. Triage technical issues and analyze application performance to develop detailed design, solutions, specifications, and opportunities for process and functions improvements.  Perform database queries, application tuning, log analysis, network analysis, and data analysis. Support custom Java applications utilized for outage call backs, notifications, customer communication and other functions with complex web services integration, and back-end billing systems (CSG, ICOMS, telemetry systems and enterprise web services). Employ expert-level understanding of telecommunications technologies and platforms from multiple vendors and networking technologies, including Session Initiation Protocol (SIP), to support our Avaya Call Management Systems. Support solutions that provide virtual call queueing and other functionality utilizing knowledge of computer telephony integration (CTI).  Provide technical support for hosted, domain-specific applications such as work force management for agent scheduling and forecasting call arrival patterns; Avaya desktop softphone clients with custom login scripting; custom developed survey applications used for customer experience evaluation; custom telephony solution for advanced call routing and call analysis. Maintain hosted chat application and reporting with complex back-end integrations, including outage management, telemetry, account management, CRM, and other functions. Support hosted Zendesk platform in coordination with mobile application development team. Employ deep understanding of mobile business rules and technical integrations to various billing platforms, including Arterra and Akana.

EDUCATION/REQUIREMENTS: Bachelor’s degree in Information Technology, Computer Science, Engineering (any), or related field. 3 years of experience performing Tier 3 complex application support; performing Avaya engineering, including IVR and advanced routing; creating and maintaining complex telecommunications data flow diagrams and deploying and maintaining carrier-class telecommunications equipment; supporting complex n-tier back-end biller integrations with voice platforms; performing capacity management for system enhancements, including automation, hardening, and scalability.

ESW312 2024-34610 2024

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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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