.Overview: STATEMENT:DETAILED RESPONSIBILITIES/DUTIES:- Knowledgeable in the below contact center technologyRequired- 0-1+ years System EngineeringPreferred - Will be determined at time of job opening- Contact Center Technologies - Prefered- Workforce Management Technologies - Prefered- Contact Center Call Recording Technologies - Prefered- Responsible for designing, testing, implementing, and supporting all telecommunications activities infrastructure.- Provides consultation and direct technical support in life cycle planning, problem management, integration, and configuration- Assists Contact Center team in analyzing and evaluating the Contact Center's performance and processes to determine if the technology is meeting customers' needs and financial goals. Identifies proactive solutions for continuous improvement- Contact Center Technology novice to intermediate scripting & support- Recommends appropriate courses of action to developers/technicians, and management on technical and infrastructure issues- Proactively assists in defining direction for future technology, infrastructure or architecture projects- Works with IS regional teams to ensure technology process and support integration- Assist with support of cross functional projects between various organizations- Leads project efforts as required- As required, provide hands-on support in order to troubleshoot, diagnose, and resolve business impacting contact center Global Contact Center Technology service outages globally- Troubleshoots issues and owns incident cycle to the end- Participate in 24/7 on-call rotation to support production of the contact center globally.- Develop, document, implement procedures to streamline support and design efforts.- Assist business in contact center design & implementation to best utilize the Contact Center Technology to meet the business needs- Develop reports and presentations for senior management as needed- Ability to travel domestically/international up to 15% of the time- Must have current/valid passportJob Qualifications: Skills:Required- Strong attention to detail, problem-solving skills, and verbal/written communication with both technical and non-technical audiences- System Engineering knowledge- Understand System Engineering methodology- Understand Telephony methodology - SIP, TDM, RTP/RTCP, ISDN, H.323- Fluent in English- Extensive practical knowledge of all layers of the OSI network model- Applied knowledge of WAN and LAN technologies- Experience in designing, planning, and implementing contact center solutions