Qualified candidate will have Bachelor's degree or equivalent years of experience. 3-5 years' relevant Systems/Genesys Call Center, PureConnect. CIC Servers for a Call Center environment. Understand the functions and integration of Marquee boards to the CIC servers. Understand IC System Manager, Interaction Attendant and Interaction Administrator.
Any additional knowledge with Cisco Network Engineering, industry and analytical experience a plus. CCNA, CCNP or equivalent experience is a plus. Working knowledge with network monitoring protocols and/or systems which use SNMP, Syslog, Netflow,IP SLA, etc. Knowledge of the following: Cisco Wi-Fi, Cisco Catalyst Routing/Switching, Cisco Voice, and Cisco WAAS. Capabilities for leading projects with extremely complex network requirements with high level of visibility. Excellent written and verbal communication skills
Manage the day-to-day activities for a complex Genesys Call Center environment. Assist with the installation and maintenance in the call center environment. Monitor, evaluate, and solve potential performance issues. Support customers and employees via email, telephone, and face-to-face interaction. Develop and maintain documentation related to the installation, administration, and maintenance of voice or network infrastructure. Demonstrate a high level of competency in multiple infrastructure services. Interact and manage vendors and service providers. Server Room/Low Voltage Design. IP Address management. Riverbed/Opnet - Netflow, AppResponse Xpert, SSL VPN all a plus.