This role requires a Senior Applications & Software Engineer with expertise in enhancing and developing contact center solutions. Key responsibilities include enhancing IVR, iAgent App, dashboards, ticketing systems, and reporting, managing integrations with backend and core systems, and building new solutions. The position involves analyzing, designing, and developing application enhancements, custom reports, and system integrations, providing business process consulting, and focusing on system architecture & design. Proficiency in Java development, MS SQL Server/Oracle databases, and platforms like Cisco Contact Center, Genesys Cloud, and Sprinklr is essential, along with experience in CR development & implementation, system integration development, and code review & source control management. The role is onsite, full-time, and requires on-call support, emphasizing issue resolution and cross-team collaboration.

The Senior System Admin & VoIP Engineer will be responsible for the overall health and performance of the contact center system infrastructure, with a strong focus on VoIP technologies. Core duties include daily system health monitoring, system maintenance & incident management, and proactive monitoring & optimization. This role involves implementing configuration and business requirements, managing backup and recovery, and supporting systems and application integration. Key areas of focus are disaster recovery planning, reporting and analytics, user access management, and end-user system support. The position requires expertise in technical issue resolution, cross-functional collaboration, and vendor coordination to ensure high availability and reliability. The role is onsite, full-time, and includes mandatory on-call support for emergencies, covering tasks like IVR development, CTI development, change management, capacity management, incident management, and daily administration.