Genesys Contact Center Engineer (Full Time, 40, Day)
I.
JOB SUMMARY/
Responsibilities:
o Provides leadership and technical expertise in IT communications systems and services assigned at The Queen's Health System (QHS).
o Manages, configures and troubleshoots Genesys Contact Center solutions.
o Monitors, analyzes, and make recommendations to ensure adequate system capacity, availability, and reliability.
o Works with multi-functional teams to design and implement solutions and practices to maintain or enhance IT operations and needs.
o Assists in the development of short and long term plans for IT communications services and support.
II.
TYPICAL PHYSICAL DEMANDS:
o Seeing, speaking, hearing, finger dexterity.
o Continuous:
repetitive arm/hand motions, sitting, static gripping of an object for prolonged periods.
o Frequent:
standing, walking.
o Occasional:
stooping/bending, carrying usual weight of 12 pounds, reaching above shoulder level.
III.
TYPICAL WORKING CONDITIONS:
o Not substantially subjected to adverse environmental conditions.
o Work schedule includes providing 24 hours/7 days a week support as required.
IV.
MINIMUM
Qualifications:
A.
EDUCATION/CERTIFICATION AND LICENSURE:
o Bachelor's degree in Computer Science, Information Technology (IT) or related field; or four (4) years of IT communications systems and applications experience may be substituted for the educational requirement.
o One (1) or more of the following certifications preferred:
o Genesys Cloud o Java/JS o Rest Web Services o Genesys API's o SQL Server o Web Services B.
Experience:
o In addition to the educational requirement, four (4) years experience with Contact Center technologies and platforms.
o Prior experience with configuring, managing and troubleshooting Genesys Cloud solutions.
o Experience to demonstrate the following:
o Strong understanding of Contact Center technologies, infrastructure architecture and best practices.
o Experience with IP telephony, IP protocols, VOIP equipment and support.
o Experience with IVR development, call routing, agent desktop, interaction flows.
o Ability to maintain composure and customer focus while troubleshooting and solving technical/user issues.
o Strong organizational, problem solving, time management, and interpersonal skills.
o Experience with Cisco UCCX configuration and troubleshooting preferred.
o Experience in Visio diagramming, and knowledge of WAN principals preferred.
Equal Employment Opportunity Equal Opportunity Employer / Disability / Vet #queens5 #PIQGen PandoLogic.
Keywords:
Contact Center Engineer, Location:
Honolulu, HI - 96849 , PL:
569432366 Recommended Skills Api Architecture Call Centers Cisco Cloud Computing Communication Estimated Salary: $20 to $28 per hour based on qualifications.
JOB SUMMARY/
Responsibilities:
o Provides leadership and technical expertise in IT communications systems and services assigned at The Queen's Health System (QHS).
o Manages, configures and troubleshoots Genesys Contact Center solutions.
o Monitors, analyzes, and make recommendations to ensure adequate system capacity, availability, and reliability.
o Works with multi-functional teams to design and implement solutions and practices to maintain or enhance IT operations and needs.
o Assists in the development of short and long term plans for IT communications services and support.
II.
TYPICAL PHYSICAL DEMANDS:
o Seeing, speaking, hearing, finger dexterity.
o Continuous:
repetitive arm/hand motions, sitting, static gripping of an object for prolonged periods.
o Frequent:
standing, walking.
o Occasional:
stooping/bending, carrying usual weight of 12 pounds, reaching above shoulder level.
III.
TYPICAL WORKING CONDITIONS:
o Not substantially subjected to adverse environmental conditions.
o Work schedule includes providing 24 hours/7 days a week support as required.
IV.
MINIMUM
Qualifications:
A.
EDUCATION/CERTIFICATION AND LICENSURE:
o Bachelor's degree in Computer Science, Information Technology (IT) or related field; or four (4) years of IT communications systems and applications experience may be substituted for the educational requirement.
o One (1) or more of the following certifications preferred:
o Genesys Cloud o Java/JS o Rest Web Services o Genesys API's o SQL Server o Web Services B.
Experience:
o In addition to the educational requirement, four (4) years experience with Contact Center technologies and platforms.
o Prior experience with configuring, managing and troubleshooting Genesys Cloud solutions.
o Experience to demonstrate the following:
o Strong understanding of Contact Center technologies, infrastructure architecture and best practices.
o Experience with IP telephony, IP protocols, VOIP equipment and support.
o Experience with IVR development, call routing, agent desktop, interaction flows.
o Ability to maintain composure and customer focus while troubleshooting and solving technical/user issues.
o Strong organizational, problem solving, time management, and interpersonal skills.
o Experience with Cisco UCCX configuration and troubleshooting preferred.
o Experience in Visio diagramming, and knowledge of WAN principals preferred.
Equal Employment Opportunity Equal Opportunity Employer / Disability / Vet #queens5 #PIQGen PandoLogic.
Keywords:
Contact Center Engineer, Location:
Honolulu, HI - 96849 , PL:
569432366 Recommended Skills Api Architecture Call Centers Cisco Cloud Computing Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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