This position is responsible for working with the Contact Center Technology team in leveraging technology to solve business problems by utilizing the Genesys, Nuance and Verint platforms. The team is dedicated to developing, maintaining and supporting the call routing solutions for the enterprise within an ever-changing fast-paced environment. The team partners with all call center business units to fully understand and implement the unique call routing solutions that best suits the businesses’ needs.
3+ years of professional experience in the Support, Configuration, and Administration of Genesys contact center platform. Strong knowledge/experience in URS, ORS, SIP Server, GVP, Nuance, VoIP, Call Recording, Linux/Windows administration.
Solid analytical skills, problem determination, and resolution recovery processes. Understanding of the contact center infrastructure to quickly analyze an issue and apply the best fix. Ability to communicate well with technical and non-technical users.
Bachelor degree with an emphasis on IS/IT or a minimum of 4 years of progressively responsible positions in contact center software, telecom and network technology.
Rotating on-call support.
Priority will be given to candidates with the following experience/skills/certifications: Genesys certification, ACD, SQL, shell scripting, CRM, Verint call recording, Call Center Wallboards.