Contact Center Expert

Job Description

about the roleRUN phase:To provide professional technical support and troubleshooting for all issues received related to Genesys CC.Resolve complex customer issues on Genesys CC; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Genesys CC products.Provide status updates to CTS. Inform customer on technical progression, if/when required.Provide Level 3 support in Run Phase for Genesys Call Centre products in the areas of:Incident ManagementChange ManagementAvailability ManagementRelease ManagementCapacity ManagementBUILT phaseEnsure technical lead for the deployment of Genesys Call Centre Solutions:Produce Low Level Design documentsCoordinate Customer Acceptance TestingDevelopments (IVR scripts, call flows, stats server, infomart & contact center analyser reporting) and Coordinate deployment of all Call Centre adjuncts.Engineering activities:Engineering on Genesys CC productsTest of patches, new versions for all Call Centre adjunctsBeta testing of new functionality; Testing of toolsTechnology watchCoordination with Orange engineering teams and Genesys R&DPreSales activities:Technical Support of CRM BU Presales team :Contribution to High Level DesignDesign ValidationBUILD Model ValidationRUN Model ValidationEstimation of deployment and operational costsabout youEngineering degree in telecommunication or EquivalentFormal qualification (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant)Strong experience in Genesys CC products with 5 years technical in implementation & troubleshootingStrong design, implementation & troubleshooting (L3 support) skills on Genesys Framework v8.1 in cloud & enterprise solutionsExperience on reporting solutions (Informart & contact center analyser) & client interfaces (Pulse & Genesys Interactive Insights)Knowledge on scripting of Voice XML, PHP using composerExperience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc)Working experience on different dialogic crads used in IVR (DMV, JCT etc)Knowledge on databases (mysql, mssql& oracle)Working experience on Windows 20xx and Linux/Unix, DBA & CTIKnowledge of SS7/Next Generation networkGood knowledge of VoIP environments and IP/PSTN integrationsMust be fluent in English, French is a big plus.additional informationInterpersonal skillsAbility to carefully plan and co-ordinate work according to a demanding time scheduleExcellent interpersonal and communication skills with the ability to operate in a multi-cultural and cross-functional organisation (eg GRC functional management).Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.Good time management, organizational and communication skillsAbility to work under pressure with ability to deal with multiple tasks.Ability to coach and mentor peers and subordinatesGood commercial awareness.Presentation/Report writing skillsExcellent problem solving skills are necessary.Flexibility in terms of working hours, on call support activities.departmentCustomer Services & OperationscontractRegular

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