Job Specifications
We’re looking for an experienced WFO Platform Support Engineer to help support and stabilize our enterprise contact center environment as we continue our multi‑year modernization journey.
You’ll play a key role in keeping our legacy platforms running smoothly while our internal teams focus on migrating to next‑generation hosted solutions.
What You’ll Do
Provide Tier 2 support for contact center WFO applications including NICE Engage, Nexidia Analytics, Alvaria WFM, Verint, and Intradiem.
Troubleshoot issues related to voice & screen recording, media quality, analytics workflows, and platform performance.
Support enterprise infrastructure across servers, networking, storage, virtualization, and cloud services.
Monitor system health, analyze logs, and drive root‑cause investigations.
Partner with voice, networking, security, and application teams to resolve cross‑platform issues.
Assist with upgrades, maintenance windows, patching, and environment lifecycle tasks.
Document procedures, FAQs, and troubleshooting guides for broader support teams.
Participate in a on‑call rotation for priority production issues (shared across the team).
What We’re Looking For
Experience supporting enterprise infrastructure (Windows/Linux, networking fundamentals).
Strong troubleshooting skills and comfort working in complex, multi‑system environments.
Familiarity with scripting/automation (PowerShell, Python, Ansible).
Excellent communication skills and ability to collaborate across technical teams.
Ability to navigate fast‑paced operational workloads with shifting priorities.
Bonus Points
Experience with contact center technologies, SIP/RTP media flows, or recording platforms.
Background using JIRA, Kanban workflows, or similar ticketing systems.
Exposure to Zero Trust or security‑aligned infrastructure solutions.
If you’re passionate about solving complex technical problems and supporting mission‑critical contact center systems, we’d love to connect.
Skills: security,troubleshooting,networking,teams,wfo,analytics,enterprise,infrastructure,platforms
About the Company
Innoventrics is a global technology solutions company with a strong presence in India USA and the Canada, empowering organizations in IT and Healthcare to innovate, scale, and transform digitally. We blend deep industry knowledge with next-gen technologies to help businesses stay ahead in a rapidly evolving digital world. • – Modernizing IT systems with cloud, automation, and AI-driven innovation. • – Enhancing patient care, data management, and interoperability. • – Building scalable, secure, and user-centric digital...
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