Apex Systems is looking for a Junior Voice Production Support Engineer to work for a large financial services company in Chicago,Click here to Apply
Key Job Responsibilities
• Analyze and resolve application issues in production.
• Develop and enhance monitoring dashboards, and alerts process to increase availability of the application.
• Perform troubleshooting/debugging, issue triaging.
• Develop/Improve Production Readiness process to ensure the team is ready to support features deployed to production.
• Coordinate application maintenance activities, such has OS upgrade, Disaster Recovery exercise, etc.
• Provide off hours on-call escalation on a rotational basis in support of service recovery events
• Provide off hours Release / Deployment support and application health validation as requested.
• Working with Team Leaders to design and implement process improvement in our Production services and Operations.
• Review and understand voice requirements, use case documentation, system architecture, production installation procedures and turn over guidelines.
• Maintain a full working knowledge of the Genesys and IVR applications including error handling, alarming and monitoring
• Promote code to address new business requests and support ongoing needs for the Call Routing and IVR systems, including the integration of the IVR platform with call routing transport
• Manage and work with various infrastructure teams, vendors, and peers
• Leverage automation and CICD tools to install new code to promote accuracy and efficiency of the deployment.
Required Skills:
What you have:
• College degree in Computer Science.
• Excellent customer service and troubleshooting skills.
• Strong problem-solving and decision making skills as well as poise under pressure
• Working knowledge of automated deployment processes and tools such as Bitbucket/Bamboo and/or Jenkins.
• Experiencing building Splunk monitoring Dashboards
• Experience in production support of IVR/voice applications with VXML and Java (Nuance Development Framework / Genesys Voice preferred)
• Working knowledge of deploying applications on Websphere and Tomcat.
• Computer Telephony Integration (CTI) experience with Genesys SIP platform a PLUS
• Experience working an Agile environment
• Strong communication and interpersonal skills
Required Experience / Skills:
• Broad knowledge of Web technologies: languages, frameworks, techniques, industry trends, etc.
• Experience in troubleshooting/debugging application issues.
• On-Call responsibility supporting service recovery events and post incident processes.
• Solid understanding of application architecture: application layer, database layer, network layer
• Web Services Technology: SOAP and REST.
• Exposure to C#/.NET, Angular, JavaScript and Powershell a plus.
• Experience with configuring System Monitoring Tools and processes. Splunk, AppDynamics, or NetProbe, Systrack
• Exposure to different OS systems (Windows, Linux etc.)
• IT service management processes. Change Management, Incident management, Problem management, Root Cause analysis
• Knowledge of Load balancing tools and F5 Load balancers a plus
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or