• Hold a Bachelor’s degree in Computer Sciences.
• Have at least 7 to 8 years of experience.
• Specialized in Databases and Unified Communication.

Job Description

• Responsible for Contact center 24x7 Operations as well as night maintenance activities.
• Responsible for complete end – to – end process of Unified Communications Systems (IPCC), DB design & operations (Oracle + SQL Server), including implementation, maintenance activities and configuration reviews.
• Manage Call Center production Systems & DBs, including activities related to the new implementations, migrations and change management.
• Coordinate with concerned teams to ensure any new implementations, changes and migrations that might impact servers, portals, voice services and controlled DBs, are fully understood and leveraged.
• Effectively represent the CC Systems Team on cross-organizational teams to deliver on organizational objectives.
• Manage requirements definition/translation to technical specifications, workflow customization, reports development and training documentation to support CC Adoption, best practice, data management, traffic management and call recordings.
• Be instrumental in the definition, documentation, and implementation of Contact Center-related policies and procedures.
• Manage Databases and Voice support Systems, including security, space management, database migrations, database and system tuning, database refreshes, backups and restores, and user resource management.
• Responsible for ACM, AES, ACR, AIC,CMS, Cognos and Verint Systems onsite and on call support with hands on experience.
• Responsible for complete IVR solution changes, coordination and new promotions deployments.
• Responsible of Citrix Administration and operational deployment which includes rollup packs, Load balancing, worker groups, Single Sign on, Xenapp Servers policies.
• Work independently without supervision. Candidate should also be able to work well with others in a team environment.

Essential Skills

• Oracle Database Certified (10G/11G).
• OS expertise in Solaris, Linux and Windows.
• Proficiency in MS Office, Visio, Database and monitoring tools etc.
• Ability to work under high pressure
• Strong R&D and technical understanding / expertise
• Ability to manage 24x7 operations
• Have excellent written and verbal skills and the ability to communicate with internal Customer of Oracle databases.
• Experience in very extensive performance tuning of Oracle DB, Linux, Solaris and Windows.

Desirable Skills

• Should be well versed with IPCC, Avaya, Citrix and Microsoft.
• On hands experience of Windows clustering, File services, quota management, profile management and other HA services.
• Must have good Experience of IPCC and UCCS (Avaya Systems).
• Deep Knowledge and understanding to Voice Routing algorithms, WAN, LAN and traffic management.