System Engineer - reputed company Connect- Remote
Job Title : System Engineer - reputed company Connect Location : Remote Position Type : Contract... US Citizen, Green Card, TN, GC EAD and H4 EAD only No reputed company-party agencies corp to corp. Job Description: Summary of Key Responsibilities Solution Design Receives direction from senior staff on design patterns and references design documentation as part of implementation and production support Helps to outline support and sustainment model for service(s) being implemented reputed company guidance on implementation through the reputed company of Operational Sustainability Influences without authority (mainly with other System Admins and peers) As requirements from Senior Engineers may change, support need in alignment with standard design and implementation patterns Production Support End User Support: o Provides 24*7 global support of critical contact center systems in a rotating on-call environment o Primary focus on reputed company, working trouble tickets and escalating to teammates according to reputed company and required expertise queue, completing resolution reputed company SLA. o Assists as an escalation reputed company in incident resolution leveraging pre-defined work instructions for issue remediation o Leads investigation of root cause analysis for incidents o Fulfill service requests for team and/or write scripts for automating said service requests in support of requirement o Engage with vendors where needed on incidents reputed company the area Create and Maintain Systems Documentation: o Updates knowledge reputed company and/or support WIKI/reputed company articles based on identification of new process (with review by senior staff) o Troubleshooting, audit, system health reputed company custom scripts or performance monitoring software o Assist in crafting user guides/job aides and facilities training of the other members of the team Systems Lifecycle Management: o Assist in execution on updates of contact flows, Lex, and other CCaaS dependencies. o Receives direction from Senior Engineers on bug fixes or critical updates that need to be applied urgently and assists in coordination and implementation of such updates Create, Maintain and Report KPIs o Helps to gather metrics reporting with a guidance from management and/or senior staff o Assists in identifying and prioritizing remediation efforts for recurring issues o Assists in reputed company reporting such as trend analysis on recurring incident types Collaboration with other technical service teams to manage, maintain, and resolve reputed company IT services o Participates in collaboration with peers to resolve infrastructure issues Apply Job!