Sr. Manager IT Infrastructure

POSITION SUMMARY:  The primary purpose of this position is to support the design and test the implementation of Architectural changes to the Sutherland Connect platform.  Platform currently includes includes Genesys Omni-Channel solutions such as SIP Server Genesys Routing Inbound Voice Genesys Outbound Genesys Email Genesys Chat Genesys Social Media Genesys Infomart GVP Genesys SMS Speech Analytics Proactive Notification Call Back and all other services offered by Sutherland Connect etc.  The candidate will be required to be on call after hours to support the products in the event of platform outages or high visibility issues.   

The candidate  will provide  monitoring of the platform and proactively address any issues or anomalies.  It is also responsible to drive metrics and key factors to problem management of common issues and drive them through to resolution. 

KEY RESPONSIBILITIES:

Qualified individuals must have the ability to perform the following duties: 

1. Responsible for the support of Sutherland Connect platforms.  Current platforms include Genesys Omni-Channel solutions such as SIP Server Genesys Routing Inbound Voice Genesys OBS Genesys Email Genesys Chat Genesys Social Media Genesys Infomart GVP Genesys SMS Speech Analytics Proactive Contact Call Back etc.
2. Strong knowledge of SIP from the carrier level.  Strong knowledge of Oracle (Acme Packet) and Avaya SBCs and TDM Gateways such as Audio Codes M3Ks and G450s.
3. Understanding of the technical design and troubleshooting steps to support and test.
4. Partners with the Business and Service Delivery team to assist with issue resolution of new Program solutions. 
5. Responsible for Engineering change documentation for Run books.
6. Partners with development/integrations team for platform support when needed.
7. Develop testing solutions to provide proactive testing methodology and use of CYARA tool for monitoring capabilities for all Connect programs
8. Conduct testing and develop disaster recovery plans to detect faults minimize malfunctions and backup systems.
9. Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
10. Manages vendors on escalated issues and projects specific to your area of influence.
11. Interacts directly with client related to issues problems or overall design.
12. Drive monitoring of the platform and reports issues and anomalies
13. Lead outage calls and drive through to resolution
14. Work within a  team of Support Engineers on issues related to the Connect platform or a specific area of influence for proper resolution and documentation of issues.
15. Willingness and ability to cross train others in the varying technologies related to area of influence.
16. Test and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.
17. Support of OB Calling campaigns including TCPA compliance.
18. Manage the Patching of Applications on the Connect platform and managing changes from Support or other teams to ensure compliance with change management protocol.

Qualifications :

MINIMUM REQUIRED QUALIFICATIONS:

BS in Computer Science Engineering or related field or 4 - 6 years progressive relevant experience required.

• Strong knowledge of Genesys Platform
• 4 - 6 years demonstrated experience delivering on multiple simultaneous projects.
• 4 - 6 years experience with vendor management and performance to ensure compliance with commitments and budget.
• Expertise with enterprise voice network infrastructures (SBCs & Gateways SIP circuit switching VoIP architecture).

 PREFERRED QUALIFICATIONS:

• Demonstrated experience in vendor management
• Knowledge of Avaya and Cisco CUCM is a plus

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time