After Hours NOC Analyst

Voxai Solutions Inc • Coppell, TX

9d • $20 - $24 • Onsite

About The Position

At Voxai, our Managed Services team partners with large enterprise organizations and government entities to deliver comprehensive managed services for cutting edge Contact Center solutions. As an Analyst, you will play a critical role by directly engaging with customers to support and evolve their customer experience (CX) strategies.
In this role, you’ll leverage industry-leading application data analytics, select cloud platforms, and AI-powered insights to help deliver customer experiences that set the standard across the industry. Voxai is a trusted Genesys and AWS Connect partner, offering a full spectrum of services that include AI cloud application solutions, web service integrations, and database integrations.
Join Voxai and contribute to the success of a fast-growing organization while building a long-term professional home. You’ll benefit from hands-on training, meaningful customer engagement, and opportunities to apply and expand your skills across a broad range of IT disciplines.
As the right candidate for this Entry Level position; should be innovative and eager to absorb new concepts and technologies. Motivated to accept additional responsibilities while developing your technical skills.
Provide monitoring and support of customer applications and cloud environments on a 24 x 7 x 365 basis. Participate in applying AI solutions, automating existing processes, delivering net new enhancements for Customer specific needs/requests, and overseeing management and performance of our Customers' Applications. All assignments are in support and focused on delivering high system availability, reliability and real time data/health monitoring. Facilitate and manage scheduled changes or events and facilitate Customer communication. Interface directly with Customers; to include performing basic health validations of systems, coordinating communications between technical teams, following defined processes for problem classification, triaging and management of the appropriate internal and external parties for the sake of remediation, when required.

Requirements

• General networking concepts
• Windows Server fundamentals
• General application troubleshooting
• Strong Verbal communication skills with Excellent writing skills
• Security background check and Drug test required
• Ability to work variable shifts
• Interest and aptitude in growing technically
• Highly motivated

Nice To Haves

• Cloud or contact center concepts
• Networking / Voice - LDAP, AD, SSL Certificates, TCP/IP, DHCP, VLAN, SIP, UDP, QoS, VoIP, VLAN
• Contact center concepts or technology
• Associate’s degree and/or Technical Certifications
• Genesys Cloud CX fundamentals
• AWS Connect fundamentals
• KPI frameworks & CX improvement methodologies
• Data storytelling and visualization (Excel/Power BI)
• AI-assisted analytics for speech, routing, and forecasting
• Consulting communication and client-facing delivery

Responsibilities

• Provide monitoring and support of customer applications and cloud environments on a 24 x 7 x 365 basis.
• Participate in applying AI solutions, automating existing processes, delivering net new enhancements for Customer specific needs/requests, and overseeing management and performance of our Customers' Applications.
• Facilitate and manage scheduled changes or events and facilitate Customer communication.
• Interface directly with Customers; to include performing basic health validations of systems, coordinating communications between technical teams, following defined processes for problem classification, triaging and management of the appropriate internal and external parties for the sake of remediation, when required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees