Position Summary:

Works under the general direction of the IT Infrastructure Manager. The System & VoIP Administrator is a critical subject matter expert that plans, designs, and builds Cloud infrastructure systems to support business functions and operations. As one of the most versatile individual contributors within IT, the Cloud System & VoIP Administrator mentors and develops junior staff and will provide critical tier 3 level escalation skill sets to major outages while evangelizing and enforcing Corporate and IT policies to ensure consistent compliance and maintainability of compliance certifications such as PCI DSS,FISMA, ATO, DFARS, HIPPA and ISO 27001.

Responsibilities & Duties:

• Provide T2 and T3 support and services response for users and systems
• Responsible for the day-to-day operations, integration, maintenance, and support of server, storage, backup, NICE CX One, Contact Center and other core infrastructure systems with strong emphasis on maintaining operational security standard to satisfy compliance certifications such as PCI DSS, FISMA, ATO, DFARS, HIPPA and ISO.
• Responsible to work with IT leaders, operational leaders and external technology consultants to Plan, Design, Build and Deliver NICE CX One, Azure and AWS systems, maintain call routing and queues and document systems in accordance with established guidelines and requirements.
• Adopt and maintain assigned systems within the CRI Security and Infrastructure control framework by developing standard secure architectures and managing compliance in a STIG environment.
• Analyze and troubleshoot issues and alerts
• Keep abreast of new technological challenges and advancements to target and incorporate secure use of AI and emerging technologies.
• Other duties as assigned

Minimum Qualifications:

• 4 years cumulative experience with at least the last 3 years specifically within system administration/Support role in a windows environment
• 1 years of experience in the following areas:
  • Working with NICE CX One, IVR, call routing and trunking
  • Effective troubleshooting, identifying issues, resolving problems and following standard methodologies
  • Providing tier 2 & 3 level services for core infrastructure
• Ability to gain a 6C Security clearance; must be a US Citizen

Preferred Qualifications:

• NICE certifications a strong plus
• Microsoft Azure Certification highly desired
• Advanced experience and ability to provide tier 3 support with NICE CX One
• Advanced experience and ability to provide tier 3 support with ZScaler
• Advanced experience and ability to provide tier 3 support with Microsoft Server OS’s, Azure AVD, MS Entra and O365.
• 3 or more years of experience as a System Administrator within a financial institution that maintained an active PCI DSS /AOC certification

Knowledge, Skills & Abilities:

• Intensive analytical skills necessary to comprehend real time production performance issues along with maintaining systems in a highly available state
• Ability to demonstrate and effectively converse on how to resolve problems, remediate issues and follow standard methodologies in a consistent fashion resulting in problem identification and resolution
• Comprehension of networking/distributed computing environment concepts.

• Good technical skills with a thorough understanding of data communications and data center technology.
• Ability to implement and maintain a proactive support environment with Windows

• Ability and willingness to cover on-call responsibilities on a regular basis.
• Voice over IP and telephony skillsets are required
• Server, SAN, Backup and Tape Administration
• PowerShell Scripting, Windows Command Line
• Ability to demonstrate a knowledge and understanding of PCI controls, ITIL, and NIST 800 53
• Ability to work in situations that may at times be stressful
• Ability to relay technical information in business terms
• Strong oral and written communication skills

Other:

• Weekend and evening hours may be required
• Travel up to 10% may be required
• This position supports multiple offices and virtual environments.

Equal Opportunity Employer:

Central Research is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Click here to view the Equal Employment Opportunity Posters.

If you’d like to view a copy of the company’s affirmative action plan, please call 703-382-1970.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact our recruiting office at (703) 382-1363. This telephone line is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.