Job Description
Main Responsibilities
•Call Flow Design in interaction (ACD, CTI, IVR) for CISCO and GENESYS CLoud
•Responsible for troubleshooting in the area of IT/ACD •Coordination of the setup of IT-/ACD-workstations (Genesys / Cisco soft clients, hard phones,..)
§Planning and coordination of workplace relocations / business lines
§Documentation (e.g. customer/system specific installations)
§Responsible for ensuring the operational readiness of the IT and ACD networks via monitoring systems and UHDs
§Software distribution / security management (patches, etc.)
§Carrier Service Numbers Management
§System management and backup
•Maintain customer and internal communication
•Ensure quality compliance
•Management and maintenance of communications systems in the call center environment of the region
•Extended fault processing of IT and ACD networks via monitoring systems and UHD, ensuring availability of systems
•Configuration and administration of new business lines / services
•Comply with the ratios/objectives established in the service (KPI, SLA, SolveIT)
•Additional task can be assigned at any time. Competencies and professional background
Educational Background:
•Bachelor’s Degree in Business IT / Computer Studies or Engineering & Management or similar education
•Several years experience in the 1st level unified communication / ACD support in the BPO/call center market •Certification ITIL V3 Foundation
Professional Skills
•Cisco Certification / Engineer Training; Genesys (Pure Cloud) Certification / Engineer Training or similar education / experiences
•Advanced IT-knowledge
•Social competence and pronounced communication skills
•Independent working style and high commitment
•Comprehensive IT knowledge (PC networks, databases, programming languages, ACD etc.)
Soft Skills:
•Problem Solving: Acts in an entrepreneurial way to solve problems and turns obstacles into opportunities.
•Independent working style and high commitment.
•High resilience, time flexibility and willingness to travel.
•Structured, process-oriented working method and Strong organizational and analytical skills.
•Good written and spoken English.
Working Time
Full Time
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