Position: Contact Center Infrastructure Engineer
Location: Charlotte, North Carolina or Irving TX
Duration: Contract
Job ID: 176281
Only W2
Job Overview: In this contingent resource assignment, you will consult on complex initiatives with broad impact and large-scale planning for Infrastructure Engineering. You will review and analyze multi-faceted, larger-scale, or longer-term Infrastructure Engineering challenges that require in-depth evaluation of multiple factors, including intangibles or unprecedented factors. Additionally, you will contribute to the resolution of complex and multi-faceted situations requiring a solid understanding of functional policies, procedures, and compliance requirements to meet deliverables. Strategic collaboration and consultation with client personnel will also be a key aspect of this role.
Responsibilities: - Consult on complex initiatives with broad impact and large-scale planning for Infrastructure Engineering.
- Analyze and resolve multi-faceted Infrastructure Engineering challenges.
- Collaborate strategically with client personnel to meet deliverables.
- Support platform and production issues, including incident management and resolution.
- Provide on-call support as part of a 24x7 coverage rotation.
- Assist in transitioning legacy systems to new cloud environments.
Qualifications: - 5+ years of Technology Infrastructure Engineering and Solutions experience or equivalent demonstrated through work, consulting, training, military experience, or education.
- Experience with contact center routing and Genesys Computer Telephony Integration (CTI).
- Platform and production support experience, including tools like ServiceNow for change and incident management.
- Proficiency in Linux or Windows environments.
- Experience with OCP platform support.
Additional Skills: - Experience with cloud-based contact center solutions (e.g., Genesys, Avaya, or other relevant platforms).
- Hands-on experience supporting infrastructure for contact center technology environments.
- Ability to manage incident volumes of 100-200 tickets per week, with hands-on solutions for 3-4 incidents weekly.
- Genesys expertise, with a minimum of 3 years of experience preferred.
About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit ;br>
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Pay Range: $70 - $75
The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.
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