Genesys IVR Network Admin

Job Title: Genesys IVR Network Admin
Duration: Long Term - 12 months with possible extension
Location: Mason, OH 45040/ Hybrid Role: 2-3x a week

MUST HAVE: Networking Admin experience and preferably Genesys Cloud IVR Technology experience and web-based application experience.

MAJOR DUTIES AND RESPONSIBILITIES

• Tier 2 support of NA Customer Care Systems to include Genesys suite of solutions, supporting adjunct applications and IVR self-service platforms.
• Participate in departmental on-call rotation to include after-hours and weekend support. (24/7)
• Act as liaison between the business and IT to communicate, follow-up and escalate system issues.
• Work closely with vendor partners to drive problem resolution, identify root cause and support after hours incident mitigation work
• Manage all NACC Agent desktop equipment and software image profiles. Duties include procurement of equipment, management of overall NACC equipment inventory (CPU, monitor, cables, mice, keyboard, headsets), Building of all new hire agent workstations, management of all 4 NACC training room equipment and network setup.
• Serve as a system administrator for various call center technologies (Oracle, Genesys, Custom NA IT solution’s)
• Work closely with corporate IT Networking department on Contact Center infrastructure and channel configuration. (email,/chat integration, service account creation, VPN access, etc. )
• Act as backup to Senior Business Systems Analysts
• Perform Project Management duties or participate in contact center IT project management efforts supporting core Customer Care initiatives within North America
• Management and procurement of contact center equipment to support growth and RTB equipment maintenance.
• Other duties as assigned

Job Types: Full-time, Contract

Pay: $30.00 - $35.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Mason, OH 45040

Salary : $30 - $35