Systems Engineer - IVR Apps (L 08)

Systems Engineer - IVR Apps (L 08)

Synchrony Financial
3-5 years
Not Specified

Job Description


Job Description:Role Summary/Purpose: Provide technical support for Linux/Windows based customer interacting applications(IVR, Dialer & IVA) used by Synchrony Financial - acting as first line of support, owning & escalating issues as needed and following through to resolution.
IVR: Interactive voice response system
Dialer: Outbound Dialling system.
IVA: Intelligent Virtual assistant
Essential Responsibilities:
  • Responsible for providing Production/Application support, Diagnosis and resolution of IT related issues with Synchrony voice applications like IVR,IVA and Noble Dialer.
  • Monitor systems and troubleshoot outages, escalating issues as necessary with multiple teams to include internal, vendors and contracted services.
  • Perform routine system changes and updates including code and configuration releases.
  • Perform routine system changes and updates to Oracle based databases.
  • Perform relational database updates across all associated DB servers to drive application behaviour.
  • Establish and maintain documentation related to an inventory of the technical environment and its configuration.
  • Work with Business, PMO and relevant IT teams to code and implement enhancements for development projects related to IVR, Dialer & IVA.
  • Perform other duties and/or special projects as assigned
Qualifications/Requirements:
  • Bachelor's Degree in any Engineering discipline or MCA
  • Minimum 3 to 5 years of IT experience.
  • Minimum 3 years of production support experience. Experience with Voice systems like Noble, Aspect, IVR would be an added advantage.
  • Minimum 3 years experience using UNIX command line interface, shell scripting, VI editor and other UNIX-based tools.
  • Experience supporting UNIX based and Windows based servers.
  • Experience using SQL
  • Excellent oral / written communication, analytical and problem solving skills
  • Good understanding of SDLC processes.
  • Willingness to work flexible shift timings(24X7) to be able to respond to emergencies.
  • For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying.
  • Inform your Manager or HRM before applying for any role on Workday.
  • Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)
  • Must not be any corrective action plan (First Formal/Final Formal, PIP)
  • Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
  • Last annual performance rating should at least be Strong Contributor/Critical Talent
  • Existing Level 5,6 & 7 are eligible to apply, will be considered for Level 8 if selected
Desired Characteristics:
  • Excellent communication skills
  • Quick learner and ready to accept challenges.
Grade/Level: 08
Information Technology

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