Company: FedEx Services Job Title: Engineering Specialist - Contact Center Technologies Job Requisition Number: RC181030 Category: Engineering Locations: Collierville, Tennessee 38017 United States
Colorado Springs, Colorado 80921 United States
Orlando, Florida 32810 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.
Job Specific Details:
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. Orlando, FL. Colorado Springs, CO.
Relocation: Relocation assistance is not available for this position. Minimum Qualifications: Bachelor's Degree in computer science, engineering, or information systems and/or equivalent formal training or work experience. Two (2) years work experience in information technology or engineering 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 August 22nd, 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-3-163368-en-us
FedEx Services connects businesses to solutions. Our team members coordinate sales, marketing, communications, information technology and customer services support for the FedEx global brand. They integrate the technology and services customers need to create solutions for global supply chains, e-commerce or any of today’s business challenges.