Application Administrator

Quick Facts

• Call Center Applications Administrator
• Industry: Telecommunications
• Location: Warsaw, Poland (Remote possible)
• Working hours: Monday–Friday, 09:00–17:00
• Language: Polish and English
• Rate: up to 1.100 PLN/day

Description

We are looking for an experienced Call Center Applications Administrator for a telecommunications project focused on the administration, maintenance and operational support of critical contact center applications. You will provide Level 2 application and systems support, troubleshooting incidents, performing root cause analysis, and ensuring the stability and performance of production environments.

Responsibilities

• Provide Level 2 operational support for incidents related to call center applications and systems
• Administer and maintain contact center platforms, voice gateway and recording solutions
• Resolve incidents reported by application users
• Work closely with developers and other technical teams
• Cooperate directly with IT and business stakeholders
• Support production operations throughout the software lifecycle
• Troubleshoot technical issues and coordinate quick incident resolution
• Act as a crisis manager during major incidents
• Perform troubleshooting, Root Cause Analysis (RCA) and post-incident reporting
• Conduct trend analysis, identify bottlenecks and perform performance tuning
• Identify recurring and high-priority incidents and cooperate with relevant teams to reduce their occurrence
• Follow quality, security and operational standards
• Provide technical expertise and support continuous improvement initiatives

Requirements

• 3+ years of experience working with Genesys and NICE technologies
• Strong knowledge of contact center application environments
• Experience with Genesys SIP
• Experience with Genesys iWD 8
• Knowledge of Genesys Framework installation and configuration
• Experience with Genesys Advanced Routing Strategies
• Knowledge of Genesys InfoMart
• Experience with SBC administration, installation and advanced configuration
• Experience with NICE configuration and maintenance
• Knowledge of VOXEO administration
• Practical knowledge of at least one application server, preferably IIS
• Practical experience with at least one database platform: Oracle, MS SQL Server or PostgreSQL
• Good knowledge of SQL / T-SQL
• Experience with shell scripting
• Good application testing skills
• Ability to diagnose and troubleshoot network-related issues
• General knowledge of Oracle DB, Oracle WebLogic and LAN networking
• Strong troubleshooting and analytical skills
• Ability to work independently and take ownership of issues
• Strong communication and teamwork skills
• Willingness and ability to build good relationships with key stakeholders
• Fluent Polish and at least working proficiency in English

Benefits

• Fully remote work possibility
• Competitive rate
• Work on a large-scale project within the telecommunications industry
• Standard working hours: 09:00–17:00, Monday to Friday
• Opportunity to work with enterprise-level contact center technologies
• Collaboration with experienced IT and business teams
• A technically challenging role with a strong focus on production operations and system stability