Contact Center Specialist Job at Compunnel Inc., Roanoke, TX

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  • Compunnel Inc.
  • Roanoke, TX

Job Description

Job Overview:

A high-impact opportunity for a Senior Systems Engineer to join a contact center platform engineering team. You’ll be working in a reduced headcount environment, contributing to audit-related deadlines and delivering strategic improvements across multiple contact center technologies.

Key Initiatives:

  • Addressing audit findings related to NICE
  • Nexidia resiliency strategy and batch audio/meta script optimization
  • NICE Cloud transcription proof of concept
  • Polycom phone decommissioning for regional centers
  • “One Touch” deployment for branch phones
  • Future access and resiliency review programs

Required Skills & Experience:

  • Contact Center Tech: Hands-on experience with NICE , Nexidia , and ideally Genesys
  • Voice/Digital Comms: 10+ years working with voice, digital communication, or contact center platforms
  • Protocols & Systems: SIP, TLS/SSL, TCP/IP, SNMP, LDAP, RDP, SDP
  • Containerization & Automation: Familiarity with Docker , CI/CD pipelines , uDeploy , Ansible
  • Systems: Proficient in managing Linux environments, VoIP, SIP, and softphone configuration/troubleshooting
  • Monitoring & Availability: Strong knowledge of high-availability systems, backup/reboot strategies, and 24x7 production support
  • Documentation: Skilled in creating and maintaining technical documentation, process guides, and transition materials

Nice to Have:

  • Leadership experience or exposure to managing high-visibility technical projects
  • Exposure to DevOps/SRE practices and tools
  • Experience supporting enterprise-scale platforms with significant customer interaction volumes

You Will Thrive If You:

  • Take ownership and deliver results with accountability
  • Can simplify complex systems and processes
  • Thrive in Agile/Scrum environments and have a strong DevOps mindset
  • Have a curious, continuous learning attitude
  • Demonstrate excellent collaboration and communication skills across cross-functional teams

Responsibilities Include:

  • Leading and implementing system designs based on architecture standards
  • Improving production stability, performance monitoring, and system availability
  • Collaborating in a full-stack engineering team for platform improvements
  • Driving DevOps transformation and infrastructure automation
  • Leading incident/crisis management and cross-team collaboration efforts
  • Translating business needs into technical solutions

Job Tags

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