Technology Infrastructure Datacentre Specialists

• 6–7 years of experience in Contact Center infrastructure support
• Very good knowledge of Genesys Cloud SIP
• Experience with Genesys Engage
• Knowledge of Oracle SBC (Session Border Controller)
• Experience with Oracle Enterprise Manager
• Familiarity with Cloud Contact Center solutions
• Experience with data networking and carrier networks
• Practical knowledge of Incident, Change, and Problem Management processes based on ITIL
• Experience in troubleshooting production environments
• Ability to collaborate with vendors, L3 teams, and end users
• Very good command of English
• Willingness to work in shifts

Nice to have:

• Experience with Cisco, IVR, Dialer, Nuance, Splunk, or Oracle SBC
• Industry certifications
• Knowledge of ITIL v3+
• Experience in Agile methodologies or large international IT environments

• Support production infrastructure and Contact Center services
• Diagnose and resolve technical incidents
• Restore service operations according to SLA
• Monitor availability, performance, and capacity of the environment
• Perform troubleshooting of Genesys Cloud and Genesys Engage environments
• Support SIP protocols and Oracle SBC
• Collaborate with Incident Management and L3 teams
• Coordinate escalations with external vendors
• Analyze problems and implement improvements
• Create documentation and knowledge base articles
• Share knowledge and support junior team members

Work in Kraków with hybrid mode and shift work. Cooperation model is B2B.