Senior Supervisor, Systems Software Engineering in Leon, GTO, MX at TTEC

Date Posted: 3/10/2018

Job Snapshot

Job Description

TTEC is seeking a Systems Engineering Lead to join our IT team based at our Mexico, Leon TTEC location. We’re a global company that is 46,000 employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.
Our global IT organization of 600 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.
What you’ll be doing : 
The Systems Engineering Lead will be responsible for design, development, deployment and maintenance of systems, applications, and operating environment used to deliver TTEC’s industry leading home-based customer service platform.
This role requires in-depth knowledge of multiple technologies and capabilities including in-house web/desktop, and third-party applications, IT security principles and configuration under Windows and Linux operating systems. This role participates in solutioning and maintaining the proprietary WorkBooth suite of applications that provides connectivity, access control, and application delivery for thousands of remote employees. As such, multiple years of experience with services such as LDAP, DNS, VPN, Virtual environments, and VoIP are desirable.
As a system engineering lead, you must perform as a subject matter expert for our @Home remote workforce offering.  The individual must take support core ITSM processes of incident and problem management while interacting with internal and external customers and third-party teams for design, configuration, integration and deployment activities. 
Duties & Responsibilities will include :
  • Provide engineering support and technical expertise regarding integration of new and existing technology into the @Home technology platform
  • Perform software installations, code deployments, and upgrades to supporting application environments
  • Consolidate and aggregate data from disparate systems to provide infrastructure intelligence that proactively addresses infrastructure capacity, business utilization, and scalability concerns
  • Develop and maintain comprehensive support documentation
  • Partner with development resources to design and develop support tools, infrastructure monitoring capabilities, and automation of deployment/troubleshooting routines
  • Monitor system and make optimizations to ensure optimum performance levels
  • Implement best practice security measures to protect the confidentiality, integrity and availability of customer data while satisfying relevant regulatory compliance criteria such as PCI, and HIPAA
  • Participate and coordinate deployments under the Change Management company process
  • Lead other engineers on efforts and daily activities and act as a mentor
  • Plan efforts and conduct resource allocation for existing and new projects
  • Coordinate efforts with other IT and operational teams

Basic Qualifications & skills
  • BA/BS in CS/IS or related degree or equivalent experience
  • 5 years of expertise installing, configuring and maintaining Windows/Linux systems across multiple distributions on physical and virtual hardware
  • 3 years’ experience with deployment and configuration of .Net, Java-based web and third-party applications in a large, distributed environment
  • Knowledge of Oracle/MySQL DBs, Windows/Linux, Php configuration and implementation, tuning, and query authoring
  • Knowledge of networking, firewalls, and VPN technologies
  • Knowledge of information security concepts and applications
  • Strong ability to multi-task and maintain multiple projects/applications   
  • Self-driven/proactive with the ability to lead troubleshooting sessions and work with other teams as needed including outside of business hours
  • Excellent written and oral English communication skills
  • Willingness to learn and embrace new technologies and new projects
  • Great communicator, self-starter striving for creative and innovative solutions

Notice to external Recruiters and Recruitment Agencies : TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC (formerly TeleTech).
Employment Requirements : TTEC (formerly TeleTech) requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC (formerly TeleTech) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.