Genesys Architect

Genesys Architect

Irvine, CA :: 4-5 days onsite

Longterm Contract

JD:

• 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.

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