Manager - IT Infrastructure

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

POSITION SUMMARY:  The primary purpose of this position is to support the design, and test the implementation of Architectural changes to the Sutherland Connect platform.  Platform currently includes, includes Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, Call Back, and all other services offered by Sutherland Connect etc.  The candidate will be required to be “on call” after hours to support the products in the event of platform outages or high visibility issues.   

The candidate  will provide  monitoring of the platform and proactively address any issues or anomalies.  It is also responsible to drive metrics and key factors to problem management of common issues and drive them through to resolution. 

 

KEY RESPONSIBILITIES:

Qualified individuals must have the ability to perform the following duties: 

• Responsible for the support of Sutherland Connect platforms.  Current platforms include Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys OBS, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, Call Back, etc.
• Strong knowledge of SIP from the carrier level.  Strong knowledge of Oracle (Acme Packet) and Avaya SBCs and TDM Gateways such as Audio Codes M3Ks and G450s.
• Understanding of the technical design and troubleshooting steps to support and test.
• Partners with the Business and Service Delivery team to assist with issue resolution of new Program solutions. 
• Responsible for Engineering change documentation for Run books.
• Partners with development/integrations team for platform support when needed.
• Develop testing solutions to provide proactive testing methodology and use of CYARA tool for monitoring capabilities for all Connect programs
• Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
• Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
• Manages vendors on escalated issues and projects specific to your area of influence.
• Interacts directly with client related to issues, problems, or overall design.
• Drive monitoring of the platform and reports issues and anomalies
• Lead outage calls and drive through to resolution
• Work within a  team of Support Engineers, on issues related to the Connect platform or a specific area of influence for proper resolution and documentation of issues.
• Willingness and ability to cross train others in the varying technologies related to area of influence.
• Test and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.
• Support of OB Calling campaigns including TCPA compliance.
• Manage the Patching of Applications on the Connect platform and managing changes from Support or other teams to ensure compliance with change management protocol.

MINIMUM REQUIRED QUALIFICATIONS:

BS in Computer Science, Engineering or related field or 4 - 6 years’ progressive relevant experience required.

• Strong knowledge of Genesys Platform
• 4 - 6 years demonstrated experience delivering on multiple, simultaneous projects.
• 4 - 6 years’ experience with vendor management and performance to ensure compliance with commitments and budget.
• Expertise with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture).

 PREFERRED QUALIFICATIONS:

• Demonstrated experience in vendor management
• Knowledge of Avaya and Cisco CUCM is a plus

All your information will be kept confidential according to EEO guidelines.