Analyst,

Job Description

Responsibilities

• You have at least seven years of experience in telecommunications with at least five years specifically focused on deploying and supporting Genesys CCaaS solutions
• You have a bachelor’s degree in computer science, Information Technology, Telecommunications, or a related field, or equivalent professional experience
• You have proven experience with unified communications platforms, telephony systems, including VoIP, PBX, and advanced call center technologies
• You are proficient in mobile device management (MDM) solutions and have experience supporting enterprise mobile communication systems
• You have a strong background in managing telecommunications contracts, procurement processes, and billing procedures, ensuring optimal cost management
• You have an in-depth understanding of telecommunications and network technologies, including familiarity with relevant protocols and architecture
• You possess knowledge of Genesys CCaaS omni-channel features, including:
  • Integrated customer journey mapping for seamless interactions across channels (voice, email, chat, social media)
  • AI-driven tools for enhancing customer experiences through chatbots, Real-time analytics and reporting, WFM, and intelligent routing
• Exceptional problem-solving and analytical skills with a focus on identifying and implementing effective solutions
• You have relevant industry certifications in networking and telecommunications, such as CCNA, Microsoft Certified: Teams Administrator Associate, or Genesys certifications, Project management Experience are strongly preferred
• You are capable of working cross-functionally with technical and non-technical stakeholders are have effective communication and collaboration skills

Once here you’ll

• Handle day to day contact center operations including end user issues as part of daily operations and support.
• Configure and maintain UC and VoIP systems – Genesys CCaaS.
• Perform routine checks and updates to maintain system performance and security for both VoIP and mobile communications.
• Troubleshoot and resolve issues related to VoIP configurations, performance, and mobile device management.
• Manage and support mobile devices and mobile device management platforms to ensure seamless mobile communications and security across the organization.
• Provide support to end-users on new systems, features, and mobile device usage.
• Project & Technical Leadership – Leading technical requirements gathering on migration projects and enhancements.
• Deploying Genesys cloud configurations and developments.
• Assist in the planning and implementation of system upgrades and expansions, including enhancements to telephony and mobile communications.
• Collaborate with IT and network teams to ensure seamless integration and efficient operation of both fixed and telecommunication systems.
• Stakeholder & Vendor Management – Working with and managing stakeholders in various contact center initiatives.
• Work with vendors and external partners where applicable. This includes phone number porting, call forwarding, account management and inquiries.
• Participate in telecommunications annual operating plan management, ensuring correct billing and invoice processing for telecommunication services.
• Documentation & Compliance – Efficiently documenting technical processes and solution intents.
• Document processes, configurations, and upgrades thoroughly for future reference and compliance with telecommunication related policies, standards, and guidelines.
• Continuous Improvement: Staying updated with the latest developments in VoIP/CaaS and mobile technologies, as well as cybersecurity practices.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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