Backend Infrastructure Engineer

• Design, implement, and support backend infrastructure for WFM platforms, including servers, networks, and system integrations
• Manage and maintain on-prem and cloud-based infrastructure (compute, storage, networking) supporting WFM applications
• Work directly with third-party vendors to install, configure, integrate, and troubleshoot purchased solutions
• Perform root-cause analysis and resolve infrastructure, connectivity, and performance issues across environments
• Support backend integrations between WFM platforms and enterprise systems using APIs, adapters, and middleware
• Participate in environment upgrades, patches, and migrations ensuring minimal business disruption
• Provide clear technical communication and presentations to stakeholders, vendors, and internal teams
• Collaborate with Agile teams to support sprint activities, releases, and backlog-driven infrastructure improvements
• Create and maintain technical documentation, runbooks, and standard operating procedures

Role Overview : Requirement of Backend Infrastructure Engineer to support and manage the backend infrastructure of Workforce Management (WFM) platforms. This role is infrastructure-centric, focusing on server, network, and vendor-integrated backend systems rather than workforce scheduling or operations. The ideal candidate will have hands-on experience with on-premises and cloud infrastructure, strong vendor coordination skills, and the ability to troubleshoot and optimize enterprise WFM backend ecosystems., * 5+ years of experience in Systems Engineering / Infrastructure Engineering roles

• Strong hands-on experience with on-premises and cloud infrastructure (Windows/Linux servers, networking, virtualization)
• Proven experience working with enterprise vendors for implementation and issue resolution
• Solid understanding of networking concepts (firewalls, load balancers, DNS, routing, certificates)
• Experience supporting production environments with high availability and performance expectations
• Excellent communication, presentation, and stakeholder management skills

Preferred / Nice-to-Have Skills

• Experience working in an Agile / Scrum delivery model

• Exposure to backend infrastructure supporting WFM platforms, such as:

• Verint

• Aspect

• WorkIQ

• Intradiem

• TTEC WFM Adapters

Experience supporting application backends and integrations rather than functional WFM configuration

Basic scripting experience (PowerShell, Python, Bash, etc.) for automation and operational efficiencies

Familiarity with monitoring, logging, and alerting tools