Genesys VoIP-Tier II - Military veterans preferred

2020-02-13
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Vienna
Virginia
22182
United States

Description



This is a Genesys VoIP Tier II operations position which will be responsible for day to day operation of the Genesys infrastructure including but not limited to onboarding/off-boarding new agents, working production incident tickets and service requests, and participating in project related work.  This position is a fast paced position where multiple projects may be going on at any given time.  The team members of the Genesys project will work to correct any issues and troubleshoot existing and potential issues with the Production Tier III and Development Tier IV teams to create future upgrade and improvement paths for the systems.  This will include working with the various teams through planning meetings and assisting in writing project plans to improve the efficiency and performance of the system.


DETAILED RESPONSIBILITIES/DUTIES: 


  • Provide superior customer service to clients, including response to escalations, proactively notifying customers of application issues, and assessing and communicating business impact
  • Knowledge of MS Windows Server 2008/2012, Remote Desktop Server, IIS, Firewalls, Failover Clustering, and Enterprise Networks/VLAN
  • Working knowledge of Genesys products: Genesys Administration (GA), Genesys Administration Extension (GAX), Framework, SIP Server, SIP Feature Server, eServices, GVP, Routing (IRD & Composer), Pulse (not CCPulse), GI2/Infomart, Speechminer (Screen and/or Voice), WFM, Genesys HA, IVR and VOIP Integration.
  • While not a purely production support type role, our preferred candidate will have the ability to analyze and troubleshoot, monitor system performance via GAX & GA, recreate production issues in a non-production environment, and provide solutions to such issues. Genesys applications and SIP server
  • Onboarding and offboarding users at customer call centers
  • Knowledge of configuration settings within the Genesys Workspace environment and ability to work with remote call center employees to identify and troubleshoot issues.
  • Ability to be a self-starter and team player
  • Pushing code to Audiocode brand phones
  • Candidate must have excellent written and verbal skills



Qualifications

  • Ability to work an on-call rotation/support after hours system patching

  • Knowledge of Windows Server and basic server maintenance

  • Ability to troubleshoot issues by reviewing Windows log files and Genesys specific log files

  • Solid communication as communication with the customer and call center agents will be required

  • Working knowledge of Genesys applications

  • Working knowledge of troubleshooting skills with servers

  • Ability to properly document and update incident and service requests within ServiceNow

  • Ability to open tickets within service now for system changes and requests for updates

  • Knowledge of Audio Code phones

  • Candidate must have excellent written and verbal skills

  • Ability to write Standard Operating Procedures to allow for growth of other team members

Job Requirements:

  • 5 or more years of Genesys Tier II support experience

  • 5 or more years of Windows Server Support Experience

  • Knowledge of ServiceNow

Desired Qualifications

 

Preferred Qualifications:

  • Windows Failover Cluster Experience (2-5 yr.)

  • Experience with Genesys Workforce Manager (2-5yr.)