Provides level 3 support for user issues that level 1 and level 2 cannot handle.
Configures the Interactive Voice Response (“IVR”).
Contact center, Genesys Cloud, Genesys Interactive Intelligence, Auto Dialer, IVR, and/or VoIP
Intermediate knowledge of networking protocols including DNS, DHCP, VPNs, WAN/LAN TCP/IP.
Day To Day Responsibility:
- Provide telephony support for contact center operations.
- Manage operations of Windows server environment including backup, virus protection, and remote office architecture.
- Utilize Microsoft Windows 2008/2012 for Active Directory, DNS, DHCP, Clustering, IIS, GPO’s, and Windows Scripting.
- Experience with Azure, O365, and Exchange Online is a plus.
- Obtain telephony certification (Genesys, Cisco, etc.).
- Ensure compliance with state and federal regulations and laws.
- Understand IT network and systems architecture.
- Possess extensive knowledge of telephony systems, phone systems, dialer, and contact center applications.
- Familiarity with Cisco IP networks.
- Proficient in Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook.
- Strong math skills for calculations and financial tasks.
- Demonstrate effective organizational and time management skills.
Must Have:
- Bachelor’s Degree in a technical field preferred, or minimum of six (6) years’ communications technical experience
- Minimum of three (3) years’ contact center telephony support experience
- Experience in the Mortgage industry preferred
- Experience with operations management of a Windows server environment (backup, virus protection, remote office architecture, etc.) required
- Experience with Microsoft Windows 2008/2012 (Active Directory, DNS, DHCP, Clustering, IIS, GPO’s, and Windows Scripting) preferred
- Experience with Azure, O365, and Exchange Online a plus
- Telephony certification (Genesys, Cisco, etc.) required
- Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position
- Good working knowledge and understanding IT network and systems architecture
- Extensive knowledge of telephony systems: phone systems, dialer and contact center applications
- Good working knowledge of Cisco IP networks
- Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook
- Intermediate math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs
- Effective organizational and time management skills
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