Sr Customer Care Engineer Technical Lead

Published date Posted on Indeed on Nov 22, 2021 (14 d ago)

Alvaria employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values Urgency, Accountability & Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.


Job Description

Alvaria is looking for a full-time Senior Customer Care Engineer to join our Global Tier 2 team. When Alvaria customers have issues or questions with their systems, they contact us. We respond promptly and resolve their problems quickly, so they continue having great interactions with their customers. We like our customers and our customer’s customers to be happy. In Customer Care, we put our customers at the forefront of everything that we do. We enjoy what we do. We think that’s important.

Alvaria is a place for talented people to develop their skills in current, relevant technologies. The right candidate will have a natural ability to learn new technologies quickly which is an important requirement of this job as this is a fast-paced support environment. Candidates with a passion for troubleshooting an issue all the way to resolution will find this job very rewarding.

Qualifications


  • The successful candidate will have expertise or familiarity primarily with IVR/Self-service application design/development/support, VoiceXML/CCXML, MRCP/RTP, ASR/TTS, Java, JavaScript, XML, Web Services/SOAP/REST APIs, JBoss, Tomcat, Jetty, telecom protocols (SS7/ISUP/INAP/ISDN), or some combination of the above.
  • An added advantage would be experience with Aspect CXP installation, administration, and/or maintenance; Prophecy IVR platform; or any other IVR platforms like Genesys IVR Platform & Genesys Studio, Avaya IVR platform or CISCO IVR platform.

Qualifications

SPECIALIZED KNOWLEDGE & SKILLS
  • Demonstrated ability to learn complex software tools quickly and explain those concepts to others (peers and customers)
  • Excellent written and verbal communication skills
  • Capability to work on extremely complex problems where analysis of situations or data requires an evaluation of intangible variables.
  • Ability to provide solutions that are highly creative and to exercise independent judgment in developing methods, techniques and evaluation criteria for obtaining results
  • Demonstrated experience of being a subject matter expert for a complex product
  • Previous experience with Aspect products or equivalent telephony/call center solutions a plus


Alvaria understands that candidates will not have experience with all the key technologies below, but exposure to any of the following is a plus:


  • Databases. SQL Server, Mongo, Oracle, and MySQL, etc.
  • Networking - TCP stack, HTTP, SOAP, Wireshark, NetMon, ODBC, XML
  • Crash dump analysis and debugging
  • Java - Web services, Garbage Collection, performance monitoring
  • VMWare or Hyper-v - Machine installation, monitoring or management
  • Server Performance Monitoring
  • Linux (any distro)
  • Scripting - VB, Perl, PowerShell, command line
  • Monitoring tools – Splunk, SumoLogic, VoIPFuture, DataDog

#LI-JL1
#LI-Remote

Alvaria is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.


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