Senior Manager - Infrastructure

Summary

Join Sutherland as a Support Engineer and contribute to the design, implementation, and testing of architectural changes to the Sutherland Connect platform, a Genesys Omni-Channel solution. You will be responsible for monitoring the platform, proactively addressing issues, and driving metrics to problem resolution. This role requires strong knowledge of SIP, Oracle (Acme Packet) and Avaya SBCs, and TDM Gateways. You will partner with various teams to resolve issues, develop testing solutions, and create disaster recovery plans. The position involves managing vendors, interacting with clients, and leading outage calls. A willingness to cross-train others and support OB Calling campaigns is essential.

Requirements

• 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)

Responsibilities

• 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

Preferred Qualifications

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