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ref: EW8449
SYSTEM ANALYST , SYSTEMS ENGINEER
Location: Dublin Contact: Peter Kirby Skills Keywords: TELECOMS , PBX
Description: GENESYS SUPPORT SPECIALIST
Our client is a leading US Multi-national and they are looking for a Genesys Support Specialist to work in their Warsaw office...
Description: GENESYS SUPPORT SPECIALIST
Our client is a leading US Multi-national and they are looking for a Genesys Support Specialist to work in their Warsaw office. You must be able to speak English and Polish.
Key Responsibilities
Provide technical support to Business teams using Genesys applications like CCPulse, WFM, CME etc.
Assist in optimization of reporting, routing and WFM functionality to meet the business needs of Call Center.
Analyze and correct system errors to maintain and enhance system performance.
Design and implement system changes to reduce impact of service interruption.
Work closely with teams on other sites to optimize multi-site environment.
Providing timely and accurate recommendations to improve system stability or provide additional functionality.
Knowledge, Skills & Abilities
Possess Genesys certifications GCP-CIV (Consultant Inbound Voice ) and/or GCP-DIV (Developer Inbound Voice)
At least 3 years experience working with Genesys version 7.x or 8.x in a multi-site call centre environment.
Fully proficient with Genesys GUI applications, CME, SCI, IRD, DMA.
Ability to interpret existing routing strategies and develop new ones as required.
Experienced with historical reporting (CCA or Infomart), and real-time using CC Pulse.
Experience of working with business units to assess routing, reporting requirements, and possess an ability to map business to technical requirements.
Ability to multi-task with inter-departmental/multi-site projects.
Experience of performing application upgrades and applying Hot Fixes in a production environment.
Exposure to Genesys multi-media (email/chat) would be advantageous.
Strong process and architecture documentation skills using Visio and MS Word.
Database skills and an ability to construct SQL queries would be a plus.
PBX configuration skills, preferably Avaya Blue (Nortel).
Qualification
3rd level qualification desirable but can be substituted with relevant experience. Genesys Certification, preferably GCP-CIV7.
If you are interested in this position can you please send an Updated CV to peter@eolas.ie or call the office on 01 286 6666.
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