Provide direct engagement and actively correct Contact Center issues via Incident ticket, or planned change
Perform an operations technical role, including guiding technical recovery of Voice in house systems
Leadership and Communication on outages, including reporting change related incidents
Manage stability, resiliency, reliability, and performance of supported systems
Fulfill requests from business users and operations and communicates technical status updates with appropriate teams
Support change implementations, proactively identify potential issues resulting from the changes
Provide consulting services to Core Technology Infrastructure (CTI) and technical partners, execute procedures reliably, and escalate appropriately to solve incidents quickly
Provide release support when needed and manage engagement across audiences
Provide on-call rotational support during weeknights, Saturdays, Sundays, and holidays as required

5+ years of Voice Telecom experience, including working with Avaya and/or other contact center vendors
Previous knowledge and work experience across the Bank in a technical support role consider “a plus”
Experience in working with Vendors and Carriers on service issues, SLAs
Technical background in applicable technologies, including “hands on” support
Solid time management skills, high productivity
Willingness to provide on-call rotational support, including off-hours support during weeknights and weekends on a regular basis and on holidays as required

Technology Operations Specialist

Key skills