Senior Support SME - Genesys SpeechStorm

Dublin  ‐ Onsite
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Description

Tasks:

  • Act as Technical expert/consultant for Business stakeholders
  • Effectively lead and drive Customer Calls
  • Participate in Customer meetings/workshops
  • Incident management as per agreed SLA with focus on improved customer experience
  • Get involved in priority issue investigation and assist in early service restoration via strategic fix or temporary workaround
  • Coordinate with the Development Team, 3rd Party suppliers for early resolution of issues via Problem Management
  • Identify and implement Service Improvements

General Skills:

  • Excellent written & verbal communication skills
  • Strong in analytical & troubleshooting skills
  • Understanding of ITIL standards

Technical Skills:

1) For Genesys SpeechStorm

  • Sound knowledge on Genesys/Speechstorm call Centre in a Multi-Channel Routing environment.
  • Should be able to support Genesys's Client Server, Web based Front End Applications in windows environment.

2) For SQL Server

  • Strong SQL knowledge with Scripting skills
  • Working knowledge of windows

Desirable Skills:

  • Telecom domain- Fixed
Start date
n.a
From
Infoplus Technologies UK Ltd
Published at
10.06.2016
Project ID:
1146121
Contract type
Freelance
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