Site Reliability Engineer
JOB SUMMARY
The Site Reliability Engineer is is responsible for the continuous integration and continuous delivery of critical Call Center Technology infrastructure and systems. Including the provisioning, installation, configuration, operation, and maintenance of systems hardware and software and related infrastructure for a complex mix of technologies provided by Avaya, Aspect, Nuance, Oracle and other world class companies. They will provide assistance with contact center reporting and other related tasks, interact with the manufacturers’ technical support groups to resolve complex problems, and maintain detailed documentation. They will also work as part of the team by providing technology solutions suggestions and recommendations to help enhance or streamline the contact center.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience
Perform trending analysis and logging standards for all systems
Performace testing and debuging operating systems or making enhancements to existing operating system software
Participate in Continual Service Improvement by creating scripts and automation processes
Develops and maintains technical documentation
Serves as secondary escalation point to resolve incidents and problems for systems supported by the team in accordance with identified Service Level Agreements
Collaborates with customers, internal and cross-departmental technical teams to identify software problems and communicate remediation plans
Provides general system users and management with system analysis and feedback
Influences system design by identifying and recommending design and requirements needs for system infrastructure
Participates in continuous performance improvement sessions to discuss opportunities to improve processes or standards
Follows established configuration/change control processes
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
BA/BS in Information Technology, Computer Science, related field or equivalent work experience
Related Work Experience
3 to 5 years’ experience with Window and/or Linux administration
3 to 5 years related work experience with scripting with powershell, bash, and etc.
1 to 2 years’ experience with software development methodologies, 4D, Agile Scrum/Kanban
3 to 5 years working knowledge of network and server operating systems, including Linux, Unix and Windows.
Optional 2 years related work experience with Avaya Telecommunications (Common Telephony Concepts, Avaya JTAPI/TSAPI, CMS Reporting, SIP, VXML and CCXML development).
WORKING CONDITIONS
Office environment
For more information on Spectrum’s benefits, please click here.
The Site Reliability Engineer is is responsible for the continuous integration and continuous delivery of critical Call Center Technology infrastructure and systems. Including the provisioning, installation, configuration, operation, and maintenance of systems hardware and software and related infrastructure for a complex mix of technologies provided by Avaya, Aspect, Nuance, Oracle and other world class companies. They will provide assistance with contact center reporting and other related tasks, interact with the manufacturers’ technical support groups to resolve complex problems, and maintain detailed documentation. They will also work as part of the team by providing technology solutions suggestions and recommendations to help enhance or streamline the contact center.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience
Perform trending analysis and logging standards for all systems
Performace testing and debuging operating systems or making enhancements to existing operating system software
Participate in Continual Service Improvement by creating scripts and automation processes
Develops and maintains technical documentation
Serves as secondary escalation point to resolve incidents and problems for systems supported by the team in accordance with identified Service Level Agreements
Collaborates with customers, internal and cross-departmental technical teams to identify software problems and communicate remediation plans
Provides general system users and management with system analysis and feedback
Influences system design by identifying and recommending design and requirements needs for system infrastructure
Participates in continuous performance improvement sessions to discuss opportunities to improve processes or standards
Follows established configuration/change control processes
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Knowledge of Voice, Data, Video, Wireless technologies
- Understanding of software design patterns and principles
- Ability to identify measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system
- Ability to deal with ambiguity, uncertainty, and incomplete information when evaluating alternatives and making recommendations
- Ability to work seamlessly within a team as well as manage individual tasks with little supervision
- Technical knowledge of Information Technology field and computer systems
- Demonstrated communication skills (written, interpersonal, presentation), with the ability to easily and effectively interact and negotiate with business stakeholders
- Creative and abstract thinking skills to envision and design innovative solutions to business opportunities and challenges
- Proven ability to work independently; designing, developing and deploying solutions, and to deliver projects on time with minimal direction
- Ability to listen and evaluate all opinions without bias, and contribute to a common culture of excellence
BA/BS in Information Technology, Computer Science, related field or equivalent work experience
Related Work Experience
3 to 5 years’ experience with Window and/or Linux administration
3 to 5 years related work experience with scripting with powershell, bash, and etc.
1 to 2 years’ experience with software development methodologies, 4D, Agile Scrum/Kanban
3 to 5 years working knowledge of network and server operating systems, including Linux, Unix and Windows.
Optional 2 years related work experience with Avaya Telecommunications (Common Telephony Concepts, Avaya JTAPI/TSAPI, CMS Reporting, SIP, VXML and CCXML development).
WORKING CONDITIONS
Office environment
For more information on Spectrum’s benefits, please click here.
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
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