We are seeking a skilled and experienced Network Engineer to join a prestigious financial services firm to provide production support for the Contact Center applications and services. As a critical member of the team, you will troubleshoot complex production issues, ensure seamless voice application performance, and collaborate with cross-functional teams to maintain and improve our Contact Center technologies. If you have a passion for solving technical challenges, thrive under pressure, and are experienced in voice application support, we would love to hear from you.

Key Responsibilities:

• Production Support & Troubleshooting: Analyze, troubleshoot, and resolve application issues in production, ensuring high service availability.
• Documentation: Document resolutions and troubleshooting steps in the Knowledge Article System for knowledge sharing and future reference.
• On-Call Support: Provide off-hours on-call escalation support on a rotational basis to ensure quick resolution of service recovery events.
• Release & Deployment: Coordinate and provide off-hours Release/Deployment/Maintenance support and application health validation as requested.
• Application Monitoring: Ensure smooth operation of Contact Center applications, including monitoring alarms, handling errors, and maintaining overall system health.
• Continuous Improvement: Promote advancements in Contact Center technologies (IVR, Voice, Chat, and Email) to ensure the highest level of service and efficiency.
• Security & Compliance: Ensure that all environment objects (certificates, password rotations, currency patching) align with security standards.
• Collaboration: Work closely with infrastructure teams, vendors, and internal stakeholders to resolve issues and implement improvements.

Qualifications:

• Experience:

  • Minimum 3 years of experience supporting voice applications in production environments, including IVR, Session Border Controllers, Genesys Voice, CTI Softphone technologies, VoIP, and Contact Center Cloud technologies.
  • Experience in Agile environments.
  • Proficient in using system monitoring and alerting tools (e.g., Splunk, AppDynamics, ITSI).
  • Strong understanding of web technologies (languages, frameworks, techniques).
  • Familiarity with Load Balancing tools such as F5 is a plus.

• Technical Skills:

  • Solid proficiency with Linux operating systems.
  • Experience with automated deployment tools like Bitbucket/Bamboo and/or Jenkins.
  • Experience with Genesys Cloud (Chat and Email) or NICE inContact Cloud is highly desirable.
  • Strong understanding of Change Management, Incident Management, Problem Management, and Root Cause Analysis processes.

• Soft Skills:

  • Strong problem-solving abilities and calm under pressure.
  • Excellent communication and interpersonal skills.
  • Collaborative team player with the ability to engage with cross-functional teams.

• Education:

  • Bachelor's Degree in Computer Science, Information Technology, or related field.

Are you ready to join a prestigious financial services firm that prioritizes client success and innovation? Our client is a leading provider of investment and wealth management services, known for its commitment to transparency, integrity, and personalized advice. With a focus on empowering clients to achieve their financial goals, our client offers a dynamic and collaborative work environment. Join us in our mission to help individuals and families build a brighter financial future.

About Aquent Talent:
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
 
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.