• Implement, configure and support enterprise Contact Center solutions.
• Configure ACD, IVR, call routing, queues, skills, campaigns, recording, reporting and omnichannel interactions.
• Install, configure and troubleshoot applications in Linux/Unix environments.
• Troubleshoot VoIP and telephony-related issues involving SIP, RTP, SIP trunks, codecs and DTMF.
• Perform system-level troubleshooting using logs, traces and network diagnostic tools.
• Integrate Contact Center solutions with CRM, helpdesk and other enterprise applications.
• Work with REST APIs, webhooks, JSON and other integration technologies.
• Configure and troubleshoot network-related components including TCP/IP, DNS, NAT, firewalls and SSL/TLS certificates.
• Support system upgrades, patches, backup/restore, high availability and disaster recovery activities.
• Perform root-cause analysis for production issues and provide L2/L3 technical support.
• Participate in customer requirement discussions and translate business requirements into technical solutions.
• Support demonstrations, Proof of Concepts (POCs), solution deployment and customer acceptance.
• Coordinate with product vendors, internal development teams and customer IT teams for issue resolution.

Desired Candidate Profile

• Experience in Bright Pattern Contact Center platform.
• Experience with Genesys, Avaya, Cisco Contact Center, NICE CXone, Five9 or similar enterprise Contact Center platforms.
• Experience with Wireshark or other network/SIP troubleshooting tools.
• Shell scripting skills.
• Experience with REST APIs and JSON.
• Experience with virtualization and cloud environments.
• Experience with High Availability and Disaster Recovery environments.
• Good communication and customer-facing skills.
• Hands-on and technically strong candidate comfortable with Contact Center applications and Linux/Unix infrastructure.
• Ability to independently diagnose complex issues involving applications, telephony, networking and integrations.