Description
We require a Configuration Specialist wiht Gensys experinence for a 6-12 month contract based in Dublin.- 3 - 5 years exp with an Enterprise Routing platform in a multi-site configuration - Prior Genesys integration background or similar
- Experience with assessing business unit requirements for call center routing.
- Experience with developing IVR applications (vxml)
- Ability to multi-task with inter - departmental/multi-site projects
- 3 years experience configuring and maintaining contact centre support systems.
- PBX Configuration skills Avaya/Nortel
This role will be responsible for configuring, maintaining, testing and supporting contact centre support systems in a multi-site contact centre environment.
Provide input to the development and roll out of a new contact centre solution covering, IVR, contact routing strategies, multi-media inbound and outbound support.
Implement required business change to contact centre software in order to support tactical and strategic initiatives led by the business and the contact centre management team.
Responsible for optimising the use of the new contact centre solution through continuous enhancement with a view maximising the investment potential.
Manage the relationships with the vendor and other departments (IT) and use their resources to assist with the configuration, development and maintenance of the contact centre system.
Analyse and correct system errors to maintain and enhance system performance.
Develop and maintain change control procedures. Update and maintain network documentation that includes but is not limited to such as Change Control and Operational processes.
Communicate/Notify staff of contact centre related impacts/changes.
- Design and implementation of new routing strategies, to include call treatments.
- Researching and resolving routing issues as reported by the business units.
- Maintenance of existing routing strategies, including (but not limited to) updating of time-of-day controls for business units and associated messaging.
- Documentation and maintenance of call flow/voice treatments.
- Maintenance/upgrades of application software revisions.
- Providing support to Business Units for Agent skill/group/login in assignments.
- Design and Development of Disaster Recovery routing strategies and recovery facilities.
- Assisting PBX/Telephony team in new client roll outs and transitions.
- Provide Tier 2 support for CTI applications to the PC Support Team.
- Performs other duties and participate in special projects as assigned.