Systems Engineer

From the merger of two leaders in the CX space, ASPECT Software and Noble Systems, comes ALVARIA. A new global force delivering leading edge high compliance outbound contact center technology and Workforce Engagement software across a spectrum of customer driven deployment options. We blend the agility of a start-up mentality with the stability of an established enterprise, challenging the market with renewed thinking and best-of-breed business solutions.

Our solutions simplify and improve the customer and agent experience. Our complete suite of Outbound Contact Center and Workforce Engagement & Optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more, are available on-premises or in any hosted, private, or public cloud environment.

Our people define who we are. The curious, driven, creative, fun individuals who are drawn to ALVARIA bring skills sets and cultural differences from around the world. They love innovation, challenges and empowering our customers to engage seamlessly and efficiently - every member of our team is dedicated to creating amazing customer contact experiences - for our customers and our customers' customers. If you like developing new solutions and turning big ideas into reality, ALVARIA is the place for you. At ALVARIA, you will work with smart and motivated people to make a difference for the companies we serve.

GENERAL SCOPE & SUMMARY

As a Systems Engineer, you will build and maintain customer environments and deploy products directly to the Alvaria Private Cloud. Working in conjunction with other Cloud Operations groups and engineers, you will support implementation and testing of new services during maintenance activities, and administer, run, and maintain client's server infrastructure in production.

DUTIES AND RESPONSIBILITIES:

• Implement, configure, monitor, and maintain a private cloud server infrastructure.
• Serve as an escalation point for the Tier 1 team, helping to respond to alarms and customer-reported issues.
• Work with Customer Technical Support to troubleshoot and resolve complex technical and performance issues.
• Work with other teams (virtualization, networking, database, security) when issues arise that need immediate attention.
• Work within a mixed Windows (80%) / Linux (20%) infrastructure environment.
• Manage a complex Active Directory environment, including replication, Group Policies, and multiple domain trusts. Troubleshoot and correct Active Directory replication issues.
• Install, configure, and maintain internally developed and third-party software.
• Implement updates, patches, and corrective actions to mitigate security risks and other vulnerabilities.
• Configure and manage monitoring platforms for server infrastructure and web-based systems.
• Monitor and validate data backup systems for critical production environments.
• Implement and evaluate new infrastructure configurations in a test environment and validate before implementing in production.
• Work within a strict Change Management regulated environment.
• Document all troubleshooting and work in an enterprise ticketing system.
• Create and maintain detailed configuration and procedural documentation.
• Participate in the team on-call rotation for the corresponding platforms.

REQUIRED QUALIFICATIONS:

• 4 years of work experience supporting Windows Server 2012R2/2016/2019 in a VMware virtualization environment.
• Strong working knowledge of the Windows O/S (2012 R2, 2016, 2019), including troubleshooting and patching.
• Experience with MS services such as SQL and Internet Information Services (IIS).
• Experience with configuring and troubleshooting Windows IIS.
• Experience with managing and troubleshooting Microsoft Active Directory and Group Policy.
• Experience with Linux OS, Apache, and Tomcat services, including configuration and troubleshooting.
• Experience with scripting, including Windows PowerShell and Linux BASH scripting.
• Experience with Remote Desktop Services.
• Experience with Windows Server management tools.
• Experience with virtualization technologies (VMware, Nutanix).
• Experience with managing certificates in an Active Directory/MS IIS environment.
• Ability to work in a large, fast-paced environment.
• Ability to work extra hours if needed.
• Ability to quickly learn new concepts and technologies.

PREFERRED QUALIFICATIONS:

• Relevant Microsoft certifications (MCSA, MCSE) preferred, but not required.
• Basic Linux certification or related experience desired.
• Strong troubleshooting skills - ability to research complex technical issues and identify appropriate solutions.
• Strong understanding of networking concepts, including troubleshooting of connectivity issues across a diverse WAN environment.
• Experience working with cloud providers such as AWS, Rackspace, Microsoft Azure, Google Cloud preferred but not required.
• Experience with PowerShell Scripting.