Company: FedEx Services Job Title: Engineer - Contact Center Technologies Job Requisition Number: RC168903 Category: Engineering Locations: Collierville, Tennessee 38017 United States
Under general supervision, performs one or more of the following activities: configuration management, system administration, security administration, network administration, development system implementation, production system implementation. Responds to issues related to environment, hardware, system, and/or software and implements resolution across technology areas. May support activities related to change management, outage management, and project management as well.
Engineer will support all In-Scope Contact Center Technologies,
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
Provide expert-level troubleshooting, and end-to-end support/resolution of Service Requests; Lead, mentor, and coach L1 and L2 Resources
Troubleshoot & Improve technology design and implementation
Evaluate production issues to determine corrective action(s) required.- 1) Assist Operations Engineers as needed to troubleshoot and assist with root-cause analysis for system failures and recommend fixes/improvements to prevent their recurrence. 2) Proactively identify enhancements to improve performance, reliability, and resource consumption. 3) Create engineering remediation plans for existing systems with identified problems.
Standards & Practices- 1) Follow adopted methodologies and standards and ensure project adherence to standards and practices.
Maintain Skill Set & Relationships- 1) Maintain up-to-date business domain knowledge and technical skills in applicable technologies and methodologies.
Knowledge/Skills Considered a Plus:
Strong background supporting a Omni Channel UCCE Enterprise Global platform.
Cisco UCCE, CVP and networking experiences
Basic project management skills.
Daily functions will be triage support for our Global Contact Center network as well as capacity planning, project planning, research and other duties as required .
Other areas of interest center around CTI integrations, Speech Analytics, Voice Recognition and AI.
Domicile: Collierville, TN.
Relocation: Relocation assistance is available for this position based on business decision.
Minimum Qualifications: Bachelor's Degree in engineering. Engineering license, when required by state law. Two (2) years work experience in engineering or information technology environment.
To apply for this position, please upload a current copy of your resume and complete the required screening questionnaire by close of business (5:00 PM CDT) on July 18th, 2019.
Want a career where you are empowered to make a difference? Want to work for a company that is environmentally responsible? Want to grow and develop on the job? If so, FedEx is the place for you! Every day FedEx delivers for its customers with transportation and business solutions. FedEx serves more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx employees. FedEx has over 400,000 talented employees who are tasked with making every FedEx experience outstanding. FedEx has been recognized on many different lists both for business success and for being a great employer.
Here are some of the recognitions FedEx has received from the past couple of years:
FORTUNE "World's Most Admired Companies" – 2016
Corporate Responsibility Magazine "100 Best Corporate Citizens" – 2016
InformationWeek "Elite 100" – 2016
Women's Business Enterprise National Council "America's Top Corporations for Women's Business Enterprises" - 2016
Reputation Institute "World's Most Reputable Companies" – 2015
Black Enterprise "40 Best Companies For Diversity" – 2015
When 400,000 employees around the globe are all working together it is amazing what we can achieve! FedEx connects people and ideas. If you would like to make a difference on a global scale while receiving top notch benefits, competitive pay, and plenty of opportunities to develop, click 'Apply' and tell us more about yourself.
EEO Statement - FedEx is an equal opportunity/affirmative action employer (minorities/females/disability/veterans) that is committed to diversifying its workforce.
Internal Number: POSTING-3-153474-en-us
FedEx Services began operations in June 2000 to provide information technology, sales, and marketing support for FedEx Corp. subsidiaries FedEx Express and FedEx Ground. The same functions for FedEx Freight and FedEx Office were later aligned with FedEx Services.
In 2013, FedEx Services launched FedEx Delivery Manager®, an innovative option that provides U.S. customers with a range of flexible options to schedule dates, locations and times of delivery. Customers can also actively track and manage deliveries en route to or from their home, without a tracking number or even a FedEx account.
Today some 12,500 FedEx Services team members coordinate sales, marketing, communications, information technology, and customer service support for the global FedEx brand.