Contact Center Operations Engineer
Ireland, IE - Information Services, Internet
Google is proud to boast a network that provides service to millions of Internet users around the world. The Network Engineering team is responsible for operating that network reliably and at scale. As a member of the team, you have a direct impact on design and feature enhancements to keep our systems running smoothly. You also ensure that network operations are safe and efficient by monitoring network performance, coordinating planned maintenance, adjusting hardware components and responding to network connectivity issues. Google's complex network generates a constant stream of challenges which require you to continually be innovative with an evolving set of technologies. Keeping the network reliable ensures that our users stay connected with our suite of applications, products and services.
The Customer Support Apps team designs, develops, deploys and supports in-house and third-party contact center applications for Google’s Sales and Support users to improve sales productivity and customer satisfaction. In this role, you will own the technical aspects of infrastructure and application services to ensure day-to-day operations function at peak performance and provi
Responsibilities
- Monitor day-to-day service operations to ensure they are operating normally and adhering to service level agreements.
- Implement, enhance, and socialize a comprehensive alert monitoring framework covering global Contact Center infrastructure, application services and toll free numbers.
- Serve as Crisis Manager to recover from critical or major incidents impacting service operations including decision making such as rerouting and activation of emergency workarounds.
- Conduct operational readiness reviews of major upgrades and new services introduced by Contact Center, and serve as the primary Operations point of contact for the pilot period.
- Design scripts and utilities to automate rapid diagnosis, troubleshooting and recovery from failures.
Minimum qualifications
- BS degree in Engineering or equivalent practical experience.
- 5 years of experience in leading an IT operations team and supporting global voice and data infrastructure.
Preferred qualifications
- Experience in a global Contact Center environment with over 5,000 agents.
- Experience in telecom, IVR, call recording, voice and data networking, and information security.
- Knowledge of operational processes for incident, problem, change, configuration and release management.
- Knowledge of Unix Shell or Perl scripting to automate repetitive tasks.
- Understanding of disaster recovery planning and testing.
Area
Behind everything our users see online is the architecture built by the Technical Infrastructure team to keep it running. From developing and maintaining our data centers to building the next generation of Google platforms, we make Google's product portfolio possible. We're proud to be our engineers' engineers and love voiding warranties by taking things apart so we can rebuild them. We're always on call to keep our networks up and running, ensuring our users have the best and fastest experience possible.
Network Engineering
Build infrastructure that scales beyond Google’s ambitions.
Learn more about our Network Engineering roles
Dublin (EU HQ)
Located in the heart of the historic dockyards district (a.k.a. Silicon Dock), Google has helped put Dublin on the map as a technology hub in Europe. Our office is made up of thousands of Googlers from over 65 countries, overseeing sales and infrastructure for our businesses in Europe, the Middle East and Africa.
Learn more about our Dublin EU headquarters
No salary provided
Posted December 31, 2014 at 07:36AM from LinkedIn https://www.linkedin.com/jobs?viewJob=&jobId=25824855&trk=api*a130653*s139051*
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