Senior Service Engineer

Job description

Join our dynamic service team as a Senior Call Center Systems Engineer, where you will play a pivotal role in ensuring the continuous, high-availability operation of a mission-critical call center. You will be the technical cornerstone, responsible for the end-to-end lifecycle of our advanced Call Center applications. This role offers a unique chance to lead a team of dedicated front-end technicians, troubleshoot complex issues, and directly contribute to our client's success. What You'll Do: Drive System Resilience: Architect, deploy, and maintain highly resilient Contact Center infrastructure and SIP gateways, ensuring maximum uptime for critical client operations. Be the Technical Authority: Serve as the primary technical point of contact, expertly bridging communication between our clients, vendors, and internal teams. Deliver Exceptional Client Support: Proactively address client inquiries, diagnose and resolve intricate technical challenges with speed and precision, and provide expert guidance. Optimize Performance: Conduct in-depth analysis of system and network performance, identifying bottlenecks and implementing proactive solutions to enhance efficiency and reliability. Lead and Mentor: Guide and mentor a team of front-end technicians, fostering a collaborative environment focused on technical excellence and timely issue resolution. Champion Innovation: Stay abreast of emerging technologies in IPT, SIP, CTI, and virtualization to recommend and implement improvements. Excel in a Demanding Environment: Thrive in a fast-paced, mission-critical setting where timely and accurate solutions are paramount. What You Bring: Deep IPT & Call Center Expertise: A minimum of 5 years of hands-on experience in IPT or Contact Center engineering roles, with a proven track record of success. Technical Mastery: Solid understanding and practical application of SIP, IPT, CTI technologies. Proficiency in IP networking principles (routing, switching, firewalls). Experience with virtualization platforms (e.g. DCS, VMware, Hyper-V). Familiarity with database management and its role in communication systems. Problem-Solving Prowess: Exceptional analytical skills and advanced troubleshooting capabilities to tackle complex, multi-faceted issues. Leadership Potential: Demonstrated ability to lead and guide technical staff, fostering teamwork and accountability. Communication Excellence: Strong verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences. Client-Focused Mindset: A commitment to delivering outstanding service and building strong client relationships. Adaptability: The ability to work effectively both independently and as part of a collaborative team in a dynamic environment. Why Join Us? Impactful Work: Be at the forefront of supporting critical operations for our valued clients. Professional Growth: Opportunities to deepen your expertise in cutting-edge communication technologies and take on leadership responsibilities. Collaborative Culture: Work alongside a supportive and skilled team dedicated to technical excellence. Challenging Projects: Tackle complex and rewarding technical challenges that will stretch your skills. If you're ready to take on a challenging and rewarding role where your technical expertise and leadership can make a real difference, we encourage you to apply!