Production Engineer - Contact Centre

Job Summary : We are seeking a highly skilled and proactive Production Engineer specializing in Contact Centre technologies to join our team. In this role, you will be responsible for ensuring the stability, performance, and reliability of our contact centre infrastructure. You will troubleshoot complex technical issues, implement proactive monitoring and maintenance strategies, and collaborate with cross-functional teams to optimize our contact centre operations. The ideal candidate will possess a strong understanding of contact centre technologies, excellent problem-solving skills, and a passion for delivering exceptional customer service. Responsibilities : Contact Centre Infrastructure Management : - Monitor and maintain the health and performance of contact centre systems, including telephony platforms (e.g, Avaya, Cisco, Genesys), IVR, ACD, dialers, recording systems, and reporting tools. - Troubleshoot and resolve complex technical issues related to contact centre infrastructure and applications. - Perform system upgrades, patches, and configurations to ensure optimal performance and security. - Implement and maintain proactive monitoring solutions to identify and address potential issues before they impact operations. - Manage and maintain documentation related to contact centre infrastructure and procedures. Incident Management and Problem Resolution : - Respond to and resolve incidents and service requests in a timely and efficient manner. - Conduct root cause analysis (RCA) to identify and address underlying issues. - Implement preventative measures to minimize future incidents. - Collaborate with vendors and support teams to resolve complex technical Optimization and Capacity Planning : - Analyze contact centre performance data and identify opportunities for optimization. - Implement performance tuning and configuration changes to improve system efficiency. - Conduct capacity planning and forecasting to ensure the infrastructure can support future growth. - Recommend and implement solutions to improve call quality, reduce downtime, and enhance overall contact centre performance. Automation and Scripting : - Develop and maintain automation scripts and tools to streamline contact centre operations and maintenance tasks. - Automate repetitive tasks and processes to improve efficiency and reduce manual effort. - Utilize scripting languages (eg, Python, PowerShell) to automate system configurations and monitoring. Collaboration and Communication : - Collaborate with contact centre operations, development teams, and other stakeholders to ensure seamless integration and support. - Communicate technical issues and resolutions clearly and concisely to both technical and non-technical audiences. - Provide technical guidance and support to contact centre agents and supervisors. - Participate in project planning and implementation activities. Security and Compliance : - Implement and maintain security controls and policies to protect contact centre systems and data. - Ensure compliance with industry standards and regulations (e.g, PCI DSS, GDPR). - Conduct regular security assessments and vulnerability scans. - Implement and manage access control and authentication mechanisms. Continuous Improvement : - Stay up-to-date with the latest contact centre technologies and best practices. - Research and evaluate new tools and technologies to improve contact centre operations. - Identify opportunities for process improvement and implement enhancements. - Contribute to the development of internal knowledge sharing resources. Qualifications : Education : - Bachelor's degree in Computer Science, Information Technology, or a related field. Experience : - 2years of experience in contact centre infrastructure management and support. - Proven experience with telephony platforms (e.g, Avaya, Cisco, Genesys), IVR, ACD, dialers, and recording systems. - Strong understanding of networking concepts and protocols. - Experience with scripting languages (e.g, Python, PowerShell). - Experience with monitoring and logging tools. Technical Skills : - Expertise in contact centre technologies and infrastructure. - Strong understanding of networking and security principles. - Proficiency in scripting languages (e.g, Python, PowerShell). - Experience with database management and SQL. - Knowledge of cloud-based contact centre solutions (e.g, AWS Connect, Google Cloud Contact Center AI) is a plus (ref:hirist.tech)

Location: navi-mumbai, IN

Posted Date: 3/30/2025