|
Mission and responsibilities:
- Collaborate in the implementation and administration of the contact center platform:
- Manage Engage Cloud Service communications channels, with internal people and external providers through different countries within the company.
- Specific technical tasks to improve the platform and maintain KPIs.
- Possibility to Support 24x7 business hours advising and resolving internal user doubts and problems.
- Manage request by ticketing tool related to Genesys.
- Identify and define improvement in the telephony platform to set up technical backlog as part as the platform preventive maintenance.
- Execution and coordination of projects related to contact center technologies.
What are we looking for in this position?
- Degree in Computer/Telecommunications Engineering or similar students.
- High level of English and Spanish.
- At least 3 years of experience on Genesys Engage based Contact center implementation and project execution (SW Deployment,systems migrations and change requests).
- Genesys CTI environments (Pure Engage Cloud expertise preferred and/or On Premise desired) like Genesys Framework 8, Genesys Voice Platform, Genesys Routing, Genesys Multimedia (eServices), Genesys Agent Applications (Genesys Interaction Workspace).
- Sip Server, IP Telephony & Data Project management and execution.
- IP Telephony & Data project management and execution.
- Windows workplace (EUT) project management for CC Agent Desktop (Genesys WDE).
- Preferred Experience on Genesys 3rd-parties integrations.
|
