Job Details
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Job Description
Main Responsibilities
- Call Flow Design in interaction (ACD, CTI, IVR) for AVAYA and GENESYS
- Responsible for troubleshooting in the area of IT/ACD
- Coordination of the setup of IT-/ACD-workstations (Genesys / Avaya soft clients, hard phones,..)
- Planning and coordination of workplace relocations / business lines
- Documentation (e.g. customer/system specific installations)
- Responsible for ensuring the operational readiness of the IT and ACD networks via monitoring systems and UHDs
- Software distribution / security management (patches, etc.)
- Carrier Service Numbers Management
- System management and backup
- Maintain customer and internal communication
- Ensure quality compliance
- Management and maintenance of communications systems in the call center environment of the region
- Extended fault processing of IT and ACD networks via monitoring systems and UHD, ensuring availability of systems
- Configuration and administration of new business lines / services
- Comply with the ratios/objectives established in the service (KPI, SLA, SolveIT)
- Additional task can be assigned at any time.
Job Requirements
Educational Background:
- Bachelor's Degree in Business IT / Computer Studies or Engineering & Management or similar education
- Several years experience in the 1st level unified communication / ACD support in the BPO/call center market
- Certification ITIL V3 Foundation
Professional Skills
- Avaya Certification / Engineer Training; Genesys (Pure Cloud) Certification / Engineer Training or similar education / experiences
- Advanced IT-knowledge
- Social competence and pronounced communication skills
- Independent working style and high commitment
- Comprehensive IT knowledge (PC networks, databases, programming languages, ACD etc.)
Soft Skills:
- Problem Solving: Acts in an entrepreneurial way to solve problems and turns obstacles into opportunities.
- Independent working style and high commitment
- High resilience, time flexibility and willingness to travel
- Structured, process-oriented working method and Strong organizational and analytical skills
- Good written and spoken English
