Sr. Tech Ops analyst Sr. Tech Ops analyst …

Ameriprise Financial, Inc.
in Noida, Uttar Pradesh, India
Permanent, Full time
Be the first to apply
Ameriprise Financial, Inc.
in Noida, Uttar Pradesh, India
Permanent, Full time
Be the first to apply
Sr. Tech Ops analyst
Job Description

Contact Center Operations Engineer - Engineer will support all In-Scope Contact Center Technologies, proactively monitoring and quickly responding to hardware, software, and network Incidents. Candidate must have excellent written/verbal communication skills and work closely with vendor/contractor partners. Responsibilities include planning and implementing after-hours changes/upgrades to Voice and Contact Center related applications and infrastructure, completing detailed implantation plans/design documentation, and troubleshooting/resolving complex Incidents. Candidate must be able to provide expert-level troubleshooting, and end-to-end support/resolution of Service Requests.


Incident Management:

• Perform resolution for all Cisco Unified Contact Center infrastructure for all Incidents following Ameriprise Service Management processes.
• Expert level troubleshooting and analysis for all In-Scope Technology.
• Analysis and resolution of chronic or undetermined issues.
• Deep dive analysis of Problems and Incidents.
• Expert Analysis of device, server network performance logs to triage Incidents/Outages as they occur.

Problem Management:

• Provide technical expertise for Problem Management support (including RCA).
• Analysis and resolution of chronic or undetermined issues.
• Application based performance captures.

Change Management:

• Must be able to Implement technology changes, including after hours, to configure, upgrading and maintain supported technologies
• Document detailed change implantation plans / procedures and be able to represent said plans during change management reviews
• Work with ITIL and Change Management processes and comply with all security policies

Configuration Management:

• Review and update detailed technical and Architectural Standards.
• Specialist in the field or technology supported.
• Partner with Ameriprise CDO experts for alignment on strategies and priorities.
• Tightly integrated with Ameriprise Delivery Teams for the implementation of new technologies and capabilities
• Provide expert product-specific skills in supported technologies.
• Work directly with product manufacturer to resolve any issues, identify any enhancements and implement.
• Analysis and resolution of chronic or undetermined issues.
• Audit contact center infrastructure to verify conformance to standards and best practices.


• Build partnerships with Ameriprise CDO experts and Portfolio Architects.
• Demonstrate continuous learning of Ameriprise Business and technical environment.
• Lead, mentor and coach L1 and L2 Resources.
• Work directly with manufacturer technical assistance or research and development.
• Initiate conversations with escalated Ameriprise engineers and support vendors (i.e. Cisco TAC).

Required Qualifications

• Degree in Computer Science, Engineering related field; or equivalent work experience. Preferred certification(s): UCCE Specialist, CCIE Collaboration, CCNP Collaboration.
• Effective written and verbal communication skills and ability to articulate technical information across multiple organizational levels.
• Demonstrate strong analytical, problem solving and debugging skills.
• Should be flexible with the shifts depending upon the business requirement.
• Engineer is expected to possess 5-7 years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies:

1. UCCE - Unified Contact Center Enterprise 11.6 - 12.5

• ICM, AW/HDS, Routers, Loggers, Agent / VRU PG's
• CVP, Call Server, VXML server
• SQL 2008 R2, 2016, Call analysis/Queries based on RCK / RCKD
• CTI Integrations with 3rd party applications
• CTISVR log collection & analysis
• Agent Desktop software, Finesse / Other 3rd Party CRM's
• Basic ICM scripting knowledge, call routing/queueing design
• ICM Web Setup, PG Setup, Script Editor, Configuration Manager
• CUSP (SIP Proxy)
• CUIC Reporting
• Nuance ASR/TTS
• F5 Load Balancers
• CCE Integration eGain Chat & Click to Call
• VMware software, ESXi B-series, C-series, vCenter

2. CUCM - Call Manager 11.5 - 12.5

• Call Routing troubleshooting- Traces / Debug collection
• Media Resources, MTP, Conference Bridge, XCODE, MRG / MRGL's
• System health monitoring - RTMT
• CTI Route Point Configuration
• Call routing configuration, Dial plan, Route patterns, hunt groups, route lists
• SIP Trunking, ICT, H323, MGCP configuration
• DRS Backup configuration
• Patches (COP files, ES Upgrades)
• Move, Add, Change administration

3. IOS ASR / ISR Voice & Data gateways

• Experience with IOS patches and upgrades
• SIP / ISDN debugs and troubleshooting skills
• VOIP dial peer configuration
• Translation rules / DNIS / ANI
• DSP Gateways (Media Resources)
• VXML Gateways
• Telephony services configuration
• TFTP, firmware, MOH

Preferred Qualifications

Preferred certification(s): UCCE Specialist, CCIE Collaboration, CCNP Collaboration.
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