Genesys Contact Center Administrator

Endurance International Group is seeking a talented individual contributor to help maintain our geographically dispersed, Genesys based telecommunications Contact Center technologies in our Tempe, Arizona location.

In this role, the Telecom Administrator will share responsibility for the day to day administration of technology solutions which enable world-class customer engagements and drive efficiencies within the business. Reporting to the Manager of Contact Center Technologies, the successful candidate has prior experience as an Administrator in contact centers and has hands-on experience with at least one major telephony manufacturer in the Contact Center space. Candidates with Genesys solutions experience should definitely apply. Working knowledge of Asterisk and other open source platforms is also a plus.

Augmenting a current team of 6, the Telecom Administrator will perform incident resolution, moves, adds and changes, assist with installs, operate and program software for a variety of telecommunications systems along with additional state of the art contact center technologies.

Tremendous focus and investments are being made at Endurance International in this space as we work to deliver truly revolutionary customer experiences. For the right candidate, it doesn’t get any better than this!

Responsibilities

  • Adhere to the policies and procedures set by the company and the IT department
  • Manage day to day support of telephone and contact center systems and solutions
  • Assist with the full suite of Genesys Contact Center solutions including
  • Genesys Voice/Chat Platforms, Genesys SIP Server, Genesys Interaction Recording, Genesys Speech Analytics,
  • Genesys InfoMart, GPlus for SalesForce, and other solutions.
  • Manage onboarding and offboarding processes for new call center agents.
  • Assume responsibility for Genesys license management and usage reporting.
  • Promptly respond and resolve help desk trouble tickets.
  • Routinely educate users on best practices and proper use of Genesys applications.
  • Provide customer service on orders for desk phones and lines
  • Provide break / fix for defective hardware
  • Perform routine moves and changes to support transitions within the business
  • Build relationships with third party partners to ensure maximum efficiency
  • Proficient written and verbal communication skills

Qualifications

    • Education: Bachelor’s degree or equivalent combination of education and/or experience required.

 

  • Experience:

 

    • 3+ years of combined technology experience including contact centers featuring Genesys or related technology
    • Hands-on VoIP and SIP configuration experience
    • Experience with variety of contact center technologies such as IVR, skills-based routing, workforce management, CTI scripting (screen pops), CRM integration such as SalesForce, analytics, resource optimization
    • Experience troubleshooting contact center technical issues
    • Hands on experience with Windows and Linux servers, log files, databases and SQL for data analysis and integrations

Preferred Qualifications

  • Experience with Asterisk or other open-source solutions
  • Experience with reporting and analytical tools such as SAP Business Objects or Crystal Reports
  • Prior experience with Genesys or other industry leading solutions highly desirable
  • Ability to write and maintain scripts





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