Production Control Engineer
Location
Roorkee | India
Job description
Company Description
Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in 30+ countries around the world. We currently have R&D centers in Ukraine, India, Poland, Spain, Slovakia, Canada, and our headquarters in the US. As we continue to expand globally, we are seeing India, the United States, Canada, Argentina, and Brazil rapidly evolve into key growth areas in the Miratech network. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Our ForeverRemote work culture offers you the utmost flexibility that comes with remote work.
Job Description We are looking for a
Production Control Engineer to join our team.
World's largest Healthcare company is going through Customer experience transformation and Miratech is the trusted partner in this journey.
Transformation of traditional call center systems and processes to an omnichannel for our consumers, providers, and agents. Our capabilities are a constant evolution of features and functions to support business needs.
We are doing myriad of projects across the spectrum of client's CX estate, including development and implementation of routing/TVR strategies across various lines of business, BOT development middleware, digital development for omni-channel experience, agent desktop creation and customization for various line of business demands, support the business architecture team, migrations off legacy systems, Digital expansion including LivePerson implementations as well as contact center production control and operations.
This Production Control Engineer position is also part of the existing project, where the entire project is about Migration from the legacy environment to the CX transformation.
Responsibilities: - Debug and troubleshoot issues
- Identify opportunities to improve system and application performance, including automating manual system tasks
- Deploy, implementing, upgrading and configuring Genesys Components
- Troubleshoot SIP Signaling and RTP traffic flows including SIP Headers
- Operating in Linux and Windows environments
- Utilizing monitoring tools like Splunk, Dynatrace and REST API (like Postman)
Qualifications
- Genesys Level 3 Production support candidate having Good Understanding and Troubleshooting Skills set On following Genesys OnPrem Areas
- SIP Server experience
- Orchestration server experience
- Rules Engine and GRAT experience
- Experience and troubleshooting Call routing, voice quality and network related issues in Genesys Cloud.
- Experience in configuring call flows and call routing techniques to optimize call handling, queue management, and customer experience
- Experience in API integrations in Genesys Cloud
- Experience in troubleshooting the Genesys Cloud call flows
- Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs is a BIG plus.
- Knowledge on Splunk for Alerting & Monitoring.
- Genesys Cloud 'Event Bridge' experience is Plus.
- Cloud experience will be added advantage (AWS, GCP, AZURE)
We offer: - Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
- Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.
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