IT Support Lead

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!

• Maintenance and support for Cloud Based Omni Channel ACD platforms, including CRM integration, voice, chat and other technologies.
• Support Omni Channel ACD Contact Center current systems include but not limited to:
• NICE IC - Omni Channels, MAX
• Avaya – CM ACD, C1 Conversations, Verint
• Five 9 - Inbound, outbound dialer with CRM
• Bright Pattern – Omni Channels
• CRM integrations with Zendesk and Salesforce
• Monitor the performance, alarms, efficiencies, and provide recommendations for improvements.
• Clearly document all work with systems and servers which you have responsibility
• Handle day to day administration of several client programs and systems.
• Work with specified vendors as required to implement services, resolve or escalate issues.
• Assist the Team lead with planning, upgrades, design, capacity monitoring, advanced programming.
• Work with the Business Development team and Client Services team on technology solutions
• Assist team lead to investigate and test new technologies to be deployed.
• Available to work flexible schedules 7X24. On call 7X24X365 as required
• Other duties as assigned

Qualifications:

• Knowledge and experience with cloud-based Omni Channel ACD Contact Center solutions required.

• Demonstrate experience in contact center omnichannel environment.

• Understanding of VoIP and SIP technologies required.

• Understanding of API and CRM technologies recommended.

• Knowledge of natural language technologies a plus.

• Knowledge of AI and bot technologies a plus.

• Ability to work on directed tasks and working within project requirements.

• Certifications or training in required technologies a plus.

• Experience with scripting languages and SQL a plus.

• This is a full-time position. Position may be for APAC daytime or ET daytime hours. Nonstandard work hours, evenings, weekends, on call may be required

Attributes:

• Dynamic and dependable
• Ability to work under high pressure
• Excellent interpersonal and communication skills
• Ability to communicate effectively in oral or written format
• Integrity and drive
• Energetic and Enthusiastic
• Prompt and fast paced

If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.