Req ID: 97274 NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a IVR & Omni-Channel Systems Support Engineer to join our team in Northern, Michigan (US-MI), United States (US). Job Responsibilities: Develop deep understanding of the business needs for the supported applications Develop deep understanding of the technical aspects of the supported applications Handle Business requests and communications Handle release transition and design production automation and monitoring strategies for new and modified functionalities using Splunk, AppDynamics, synthetic monitoring tools, shell scripts, Java, and others Analyze call center and systems reports Drive and perform application, systems and infrastructure maintenance tasks (monitoring, troubleshooting, upgrades, system testing, etc.) Comply with Incident, Change, & Release Management, IT Risk & Compliance standards Create and maintain application Runbook, Playbook, and Knowledgebase Qualifications Bachelors degree in Information Systems or Computer Science Experienced troubleshooting Contact Center and call routing issues 5+ years Experience with Omni-channel or Genesys 5+ years Experience with Avaya Orchestration Designer 5+ years Experience with SQL query and enterprise databases like Oracle, MSSQL or PostgreSQL Preferred Skills: Strong ability to communicate technical information to non-technical users Technical aptitude, attention to detail, and strong problem-solving capabilities Knowledge in ITSM for incident, problem, change, and release management and CMDB Experience in configuring monitoring tools such as Cyara, Splunk, or AppDynamics is highly desired Experience with ServiceNow Incident, Change, CMDB module is desired Experience with IVR or telephony systems a plus, but not required About NTT DATA Services NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100. NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.
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