The ideal candidate should:

• Bachelors 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. For all Call Center production Systems DBs will be under his roles responsibility, including the activities related to the new implementations, migrations and change management.
• Coordination 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 leveragable (e.g. concerned teams application, network and infrastructure across Organization).
• Effectively represent the CC Systems Team on cross-organizational teams to deliver on organizational objectives.
• 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.
• MS Office, Visio, Database and monitoring tools etc.
• Strong RD and technical understanding / expertise
• Ability to manage 24x7 operations
• Written and verbal skills
• Ability to communicate with internal Customer of Oracle databases.

Desirable Skills

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