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SPECTRUM: Site Reliability Engineer


This is a Full-time position in Newell, NC posted December 1, 2020.

JOB SUMMARYThe is is responsible for the continuous integration and continuous delivery of critical Call Center Technology infrastructure and systems.

Including the provisioning, installation, configuration, operation, and maintenance of systems hardware and software and related infrastructure for a complex mix of technologies provided by Avaya, Aspect, Nuance, Oracle and other world class companies.

They will provide assistance with contact center reporting and other related tasks, interact with the manufacturers?

technical support groups to resolve complex problems, and maintain detailed documentation.

They will also work as part of the team by providing technology solutions suggestions and recommendations to help enhance or streamline the contact center.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently supports all efforts to simplify and enhance the customer experiencePerform trending analysis and logging standards for all systemsPerformace testing and debuging operating systems or making enhancements to existing operating system softwareParticipate in Continual Service Improvement by creating scripts and automation processesDevelops and maintains technical documentationServes as secondary escalation point to resolve incidents and problems for systems supported by the team in accordance with identified Service Level AgreementsCollaborates with customers, internal and cross-departmental technical teams to identify software problems and communicate remediation plansProvides general system users and management with system analysis and feedbackInfluences system design by identifying and recommending design and requirements needs for system infrastructureParticipates in continuous performance improvement sessions to discuss opportunities to improve processes or standardsFollows established configuration/change control processesREQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishKnowledge of Voice, Data, Video, Wireless technologiesUnderstanding of software design patterns and principlesAbility to identify measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the systemAbility to deal with ambiguity, uncertainty, and incomplete information when evaluating alternatives and making recommendationsAbility to work seamlessly within a team as well as manage individual tasks with little supervisionTechnical knowledge of Information Technology field and computer systemsDemonstrated communication skills (written, interpersonal, presentation), with the ability to easily and effectively interact and negotiate with business stakeholdersCreative and abstract thinking skills to envision and design innovative solutions to business opportunities and challengesProven ability to work independently; designing, developing and deploying solutions, and to deliver projects on time with minimal directionAbility to listen and evaluate all opinions without bias, and contribute to a common culture of excellenceEducationBA/BS in Information Technology, Computer Science, related field or equivalent work experienceRelated Work Experience3 to 5 years?

experience with Window and/or Linux administration3 to 5 years related work experience with scripting with powershell, bash, and etc.1 to 2 years?

experience with software development methodologies, 4D, Agile Scrum/Kanban3 to 5 years working knowledge of network and server operating systems, including Linux, Unix and Windows.Optional 2 years related work experience with Avaya Telecommunications (Common Telephony Concepts, Avaya JTAPI/TSAPI, CMS Reporting, SIP, VXML and CCXML development).WORKING CONDITIONSOffice environment