Genesys Contact Center Admin

Employer
Corporate Brokers
Location
Rockville, MD
Posted
Nov 19, 2020
Closes
Nov 24, 2020
Ref
1432683928
Function
Administrative
Hours
Full Time
Major Purpose: Senior Contact Center Administrator is responsible for managing the execution of manual activities and automated activities on the Automated Call Distribution system (ACD) or Contact Center Platform, to ensure contact centers meet defined quality standards. Essential Job Functions: Oversee the application and maintenance of complex, cloud-based contact center system software products for all contact centers (approximately 20) Collaborate with other team members and other line of business teams to ensure technology solutions are in-line with customer expectations and technology goals Create, review, and analyze complex process and system specifications to ensure accuracy and delivery requirements are met. Modify process and routing based on on-going review of business needs; manage modification to scheduling to maintain coverage. Work with the FINRA contact center business users to identify and analyze changes and enhancements. Provide feedback and recommend enhancements and updates to call distribution processes. Ensure the company s Reliability, Availability and Serviceability (RAS) metrics are sustained. Evaluate industry trends, standards, and new technologies to proactively recommend and implement changes to improve metrics and extend service capabilities. Monitors system performance of the call distribution system to ensure optimum performance levels. Recommends and implements new monitoring approaches, tools, standards, and process improvements. Maintain strict adherence to change management procedures and process improvements. Maintain and provide historical reporting both on a scheduled and ad hoc basis using diverse tools. Maintain real-time reporting for wall displays and customer s display devices. Maintain security guidelines in order to prevent unauthorized access to servers and report any violations. Ensure all work products meet FINRA s technology policies, standards, guidelines, and security controls. Design, create, maintain and provide historical reporting both on a scheduled and ad hoc basis using diverse tools. Design, create, and maintain real-time reporting for wall displays and customer s display devices. Oversee implementation of security guidelines in order to prevent unauthorized access to servers and report any violations. Develop and present related documentation, presentations, and discussions. Document test strategies, create/revise, and execute detailed test scripts and metric reporting. Create and maintain end user documentation and testing strategies. Participate in periodic Disaster Recovery (DR), Business Continuity Planning (BCP) and Sarbanes Oxley (SOX) testing and reporting. Work with other development teams on integrations with other systems, such as Customer Relationship Manager (CRM) and other data source. This position also requires experience with modern Voice over IP and call manager technologies Maintain vendor relationships and operating budget compliance. Other Responsibilities: Work with the Voice Services team to support the Cisco Unified Communication telephony environment; Education/Experience Requirements: Bachelor s degree in Computer Science, Information Systems or related discipline with at least eight (8) years of experience with modern Voice over IP and call manager technologies or related experience, or equivalent combination of education and training and/or work experience as a senior systems administrator of premise or cloud-based automated call distribution system and telecommunications technologies. Experience with deployment and operational support of Contact Center as a Services (CCaaS) based contact center systems. Genesys Contact Center as a Services deployment. Experience with database interfacing, organization, and accessing data from disparate data sources. Advanced knowledge of industry leading monitoring and diagnostic tools and communication and network technologies. Experience with common operational practices like metrics reporting, change management, incident management, problem management and communication. Demonstrated ability to develop effective working relationships that improved the quality of work products. Well-organized, thorough, and able to handle competing priorities while working in a fast-paced environment. Ability to accept new challenges and grasp new and changing concepts, technologies and procedures. Must work well with others and be able to contribute as part of a team. Excellent written, verbal, planning, and presentation communication skills. Financial Services industry experience preferred. Programming\scripting experience, such as VBS\VBA is preferred. #LI-CB1