JSR Tech Consulting has an immediate opening for a Genesys Contact Center Associate for their direct client, a leading Pharmaceutical Company.
Looking for a candidate who has Genesys skill set
Genesys certification is a plus.
Cisco Telephony is a big plus.
Location: Tempe, Arizona area. Must be able to be on-site on a hybrid basis. Expect 2-3 days/week on-site at most.
Job Responsibilities:
- Genesys Certified a plus
- Major involvement with Genesys onboarding agents and supervisors, configuration, call flows, troubleshooting issues, training and documentation
- Individual will also be SPOC for any IT related issues outside of Genesys i.e. headset, laptop, application, connectivity issues
- Former knowledge or experience with the Genesys PureCloud platform is highly desirable
- Individual should be ready to receive trainings and scale up on process knowledge.
- Attend all Genesys team meetings and provide minutes to share with local IPT team
- Ability to work collaboratively in teams and develop meaningful relationship to achieve common goals
- Knowledge of Service Now ticketing system
- A support group will be established as a Service Now-based dispatch group to monitor a support queue specifically for Genesys Contact Center-related Incidents and Problems
- 3+ years of experience in Contact Center Technology with hands on experience on high- complexity Genesys implementations
- Understand how SIP server provides CTI data to the rest of the Genesys infrastructure
- Experience in troubleshooting individual product as well as system integrations between products by tracking through log files and logically being able to determine where problem might reside
- IPT knowledge - Cisco platfor
