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Genesys Enterprise Contact Centre Services Analyst

Company: The Travel Corporation
Location: Cypress
Posted on: June 22, 2022

Job Description:

The Travel Corporation is an industry leader, and career opportunities at The Travel Corporation are as diverse as the travel experiences we offer. Our teams, our family, is absolutely our greatest asset. Working with a collaborative team spirit, we are dedicated to providing exceptional service to our customers. The Travel Corporation offers employees a comprehensive benefits package; training and support to foster career development; travel opportunities; and a driven culture anchored to the principals of diversity and inclusivity. Position Purpose This role is responsible for managing the day-to-day telephony operation of our contact centre environment and provide ongoing support for internal clients. This is a hands-on role installing, configuring, and operating voice and Contact Centre solutions, in a complex environment.KEY RESULT AREAS & ACTIVITIES PERFORMED

  • Provide basic configuration and operational support of telecommunications systems
  • Assist with day-to-day telecommunications operations, analysis and troubleshooting.
  • Process changes to staffing and disaster recovery conditions
  • Maintain technical and end user documentation regarding process and procedure for all telephony related activities and services in accordance with the Corporate Telecom strategy.
  • Triage events to provide suppliers/vendors/partners with accurate and adequate information to effectively and efficiently resolve incidents and changes.
  • Liaise with 3rd parties, internal teams, and internal customers to ensure effective day-to-day delivery of voice services
  • Assist in ordering services and new site implementations for voice communicationEXPERIENCE
    • 5+ years' experience in contact center technology and support
    • 2+ years' supervisory experience
    • 3+ years' experience with Genesys platform including but not limited to the design, support, and implementation of Omnichannel routing and associated features.
    • Maintain a high proficiency with other Genesys and related products (OS, database, switches, connectors/adaptors, and call recording products).
    • Hands-on operational experience with Genesys WWE 9.x
    • Proven experience in the operation of all Voice Applications (call routing, desk and soft-phones, voice mail, digital voice recording, etc.)
    • Experience supporting and troubleshooting AudioCodes Session Border Controller platform
    • Implement SIP trunking and SIP endpoints in a complex networking environment
    • Ability to perform advanced SIP debugging with Wireshark and other tools. Capture and analyze SIP and RTP traces to isolate and resolve issues
    • Strong knowledge of VoIP, networking, and security (SRTP/TLS) concepts
    • Proven strong customer relations proficiency
    • Work closely with key partners (such as Genesys) to learn product roadmaps for PureEngage and market trends that can be used to assist customers with their own strategic roadmaps.
    • Desire to be in a fast-paced large enterprise telecommunications environment
    • Strong skills with written and oral communication with all levels of staff, management and clients as well as organizational, time management, and documentation
    • Accurate and prompt handling of Telecom administration work and solving of related issues
    • Be on-call as needed for outages and conferences with clients
    • Serve as a technical escalation point and design authority for Genesys CX solutions
    • Gather information and requirements from customers and partners to formulate architectures around supported solutions.
    • Avaya Systems knowledge to include the G430/450's, S8300's, Modular Messaging, Message Application Servers, and Message Storage Servers -> Nice to have
    • Familiar with Change Management processes
    • Experience with Ticketing Systems such as Service Now
    • Strong PC skills to include proficiency in Microsoft O365, Internet and webinar applications.WORK ENVIRONMENT
      • Office based
      • Sitting, standing, walking
      • Must be flexible to work outside of regular business hours
      • Occasional Travel (10%) required The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required to fulfil this role. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

Keywords: The Travel Corporation, Cypress , Genesys Enterprise Contact Centre Services Analyst, Professions , Cypress, California

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