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Job Details

Skills

Production Support
Interactive Voice Response
Microsoft SQL Server
Genesys
Telephony
Root Cause Analysis

Summary

Position Summary:

We are seeking a highly motivated and technically skilled Production Support Analyst to join our Contact Center Technology team. This role is focused on supporting and maintaining our Genesys CTI call routing platform and IVR solutions in a dynamic, high-availability environment.

The ideal candidate will have hands-on experience in telephony call routing, IVR troubleshooting, and real-time incident resolution. You’ll be part of a team responsible for ensuring seamless customer interactions through robust contact center technologies. This includes participating in live triage calls, analyzing routing logic, and collaborating with cross-functional teams to resolve issues quickly and effectively.

Key Responsibilities:

Provide production support for Genesys CTI and IVR platforms, including real-time troubleshooting and root cause analysis.
Participate in incident triage calls, working with operations, engineering, and vendor teams to resolve complex routing and IVR issues.
Monitor system performance and proactively identify potential issues.
Document incidents, resolutions, and improvement opportunities.
Collaborate with development and infrastructure teams to support new feature rollouts and platform upgrades.
Participate in an on-call rotation, including nights, weekends, and holidays.

Required Skills & Experience:

2–3 years of experience supporting Contact Center technologies, including IVR and CTI platforms.
Strong working knowledge of Genesys Call Routing and IVR components.
Experience with real-time troubleshooting in high-pressure environments.
Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
Proven problem-solving and diagnostic skills.
Solid understanding of networking fundamentals, Windows OS, and telephony protocols.
Proficiency in Microsoft Office, especially Excel and Visio for documentation and analysis.

Preferred Skills:

Experience with Avaya Call Manager.
Familiarity with GVP (Genesys Voice Platform).
Working knowledge of SQL Server for data analysis and troubleshooting.
Exposure to SIP, Linux, and Splunk for log analysis and system monitoring.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91097129
Position Id: 9029296
Posted 8 hours ago

Company Info

About Stanley David and Associates

We strive to add value and work as true partner with our clients

Stanley David And Associates is a recruitment specialist in the area of IT and Engineering and we stay firmly in our area of expertise, doing what we love.

We know the players and the companies and invest a lot of time getting to know candidates and clients in equal measure. This ensures a swift, cost effective and perfect placement whether it s permanent or interim.

In addition we have a reputation for having the best understanding of the market landscape, for sourcing great candidates

-We have a Global Footprint with offices in 3 countries USA, UK and India.

-SDNA Global have built up an incredible reputation within the IT strategic hiring.

-We work with Tier1 and Tier 2 IT Outsourcing companies for Leadership hiring needs in UK, Europe, USA and Indian geos.

-Each SDNA member has over 5 years of experience in Talent Acquisition

-We have successfully closed roles in countries UK, USA, Germany, Sweden, Dubai, France, Netherlands, Switzerland, Austria, Hungry, Spain, Italy, Norway, Denmark, Nigeria and South Africa

-Telecom, Media and Hi-tech

-Health care and Life Sciences

-Energy and Utilities

-CPG, Retail and Transport

-Banking and Financial Services

Production Support Analyst with contact center

Plano, Texas

•

Today

Role :: Production Support Analyst with contact center Location :: Plano, TX Type :: Fulltime Job Description Position Summary: We are seeking a highly motivated and technically skilled Production Support Analyst to join our Contact Center Technology team. This role is focused on supporting and maintaining our Genesys CTI call routing platform and IVR solutions in a dynamic, high-availability environment. The ideal candidate will have hands-on experience in telephony call routing, IVR trouble

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Production Support Analyst with contact center experience

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Jane Austin

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Production Support Analyst with contact center experience

Stanley David and Associates

Job Details

Skills

Summary

Company Info

About Stanley David and Associates

Dice Job Match Score™

Jane Austin

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