Application Administrator

Call Center Applications Administrator

Industry: Telecommunications
Location: Warsaw, Poland
Work model: Remote possible
Employment type: B2B / Contract
Rate: up to 1.100 PLN/day
Working hours: Monday–Friday, 09:00–17:00
Language: Polish and English

About the Role

We are looking for an experienced Call Center Applications Administrator to join a telecommunications project focused on the administration, maintenance and operational support of critical contact center applications.

You will be responsible for Level 2 application and systems support, troubleshooting incidents, performing root cause analysis and ensuring the stability and performance of production environments.

The role involves close cooperation with IT and business users, developers and other technical teams, as well as direct communication with customer stakeholders in Polish.

Your Responsibilities

• Provide Level 2 operational support for incidents related to call center applications and systems

• Administer and maintain contact center platforms, voice gateway and recording solutions

• Resolve incidents reported by application users

• Work closely with developers and other technical teams

• Cooperate directly with IT and business stakeholders

• Support production operations throughout the software lifecycle

• Troubleshoot technical issues and coordinate quick incident resolution

• Act as a crisis manager during major incidents

• Perform troubleshooting, Root Cause Analysis (RCA) and post-incident reporting

• Conduct trend analysis, identify bottlenecks and perform performance tuning

• Identify recurring and high-priority incidents and cooperate with relevant teams to reduce their occurrence

• Follow quality, security and operational standards

• Provide technical expertise and support continuous improvement initiatives

Requirements

• 3+ years of experience working with Genesys and NICE technologies

• Strong knowledge of contact center application environments

• Experience with Genesys SIP

• Experience with Genesys iWD 8

• Knowledge of Genesys Framework installation and configuration

• Experience with Genesys Advanced Routing Strategies

• Knowledge of Genesys InfoMart

• Experience with SBC administration, installation and advanced configuration

• Experience with NICE configuration and maintenance

• Knowledge of VOXEO administration

• Practical knowledge of at least one application server, preferably IIS

• Practical experience with at least one database platform: Oracle, MS SQL Server or PostgreSQL

• Good knowledge of SQL / T-SQL

• Experience with shell scripting

• Good application testing skills

• Ability to diagnose and troubleshoot network-related issues

• General knowledge of Oracle DB, Oracle WebLogic and LAN networking

• Strong troubleshooting and analytical skills

• Ability to work independently and take ownership of issues

• Strong communication and teamwork skills

• Willingness and ability to build good relationships with key stakeholders

• Fluent Polish and at least working proficiency in English

Nice to Have

• Knowledge of middleware / EAI

• Experience in large-scale telecommunications or contact center environments

• Experience supporting high-availability production systems

• Experience with incident management and major incident processes

• Strong understanding of application performance monitoring and optimization

What We Offer

• Fully remote work possibility

• Competitive rate

• Work on a large-scale project within the telecommunications industry

• Standard working hours: 09:00–17:00, Monday to Friday

• Opportunity to work with enterprise-level contact center technologies

• Collaboration with experienced IT and business teams

• A technically challenging role with a strong focus on production operations and system stability

Interested?

If you have hands-on experience with Genesys, NICE and contact center application administration and are looking for a new opportunity, please apply. We’d be happy to hear from you!