Job Description:
This role is a Senior Support Engineer that provides production services support to the telephony environment. The EC3-PS team provides 24x7x365 production services support to voice, chat, and email platforms as well as digital call recording. This team interacts with all the technical teams across the firm daily (Network Engineering, Development squads) as well as the firm’s business units as part of our day-to-day role to maintain environment stability.
The Expertise You Have and The Skills You Bring
Bachelors degree in computer science, engineering or a related field.
Prefer 5+ years experience in a highly technical production support role.
Genesys on Prem experienced preferred.
Experience with NICE digital call loggers.
Solid understanding of SIP, VOIP and telephony infrastructure.
Experience with all Genesys on prem components – SIP, WDE, routing
Familiarity with tools such as Wireshark and log analyzers.
Effective communication skills, ability to work across teams, strong presentation skills.
Strong troubleshooting skills for voice, chat, email and IVR flows.
Scripting or API integration a plus.
The Value You Deliver
Acting as an individual contributor this role will provide advanced level support to the telephony environment.
Lead troubleshooting calls with ability to understand network topology and terminology.
Respond to work items through proactive alerting and reactive ServiceNow cases.
When assigned attend project meeting status calls and report back to the wider team.
Participate in on call rotations.
Certifications:
Category:
Information TechnologyFidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.