Description
Position Description:- This position will support all aspects of the Genesys system and the associated infrastructure within our company.
- This position supports an enterprise environment and will be responsible for mainly operational activities.
- This position will focus on day to day operations and production support.
- Provide maintenance, testing and troubleshooting of the production Genesys environment
- Respond quickly to any system generated alerts, problem reports from users, and calls/texts from the Global Service Desk
- Available on weekends for any required maintenance activities
- Work with the vendor (Genesys) on any production issues that require SR's and vendor escalations.
Requirements:
- BA/BS in a technical field, or related work experience, and 2 or more years of experience supporting Genesys systems in an enterprise environment
- Hands on experience reading logs (URS, TServer, Stat Server, Icon, Infomart, SIP server, etc.)
- Understanding of troubleshooting techniques and support requirements for call centers in a converged computing environment
- Understanding of Telecommunications circuits for voice and data technologies
- Excellent understanding of call routing, protocols, and provisioning
- Excellent communication skills, both written and verbal
- Previous experience in both Windows and Unix environments
- Previous experience with systems administration is highly desirable
- Strong knowledge of system integration between Genesys CTI, Siemens, Avaya, and Cisco
- Experience with SQL and database fundamentals, DB2 knowledge helpful, but not required.