Senior Telecom Analyst needed for a 1 year contract in Quincy MA
The Senior Telecom Analyst will be the key liaison for day to day operations and application support for all aspects of the Genesys Contact Center and Nuance IVR Platform and associated infrastructure.
Responsibilities include:
•Integration support among the Avaya S8800 PBX, (GVP, SIP) and any other vendor escalations.
•Help translate client requirements into system configuration.
•Monitoring systems and satisfying reporting needs to the OneVoice (Genesys) users.
•Performing other related duties as directed, but not limited to system backups, system archival; non-technical duties as, meetings, conference calls, IT related material deliveries, routine server room organization.
•Hours may vary due to the dynamic nature of Call Center Operations.
Qualifications:
•Proven track record of experience for supporting high available Genesys/Nuance solutions for enterprise size customers.
•good working knowledge and background in Contact Center technologies and operations, VoIP & SIP telephony experience
•excellent customer/vendor relations experience.
•capable of and comfortable with working in a team settings; sharing knowledge, skills and specific abilities in an effort to enhance overall team proficiency.
•3+ years of Genesys support and programming experience
•Knowledge of one or more of the following disciplines:
◦Genesys Framework logical Architecture and configuration
◦Genesys SIP integration to Avaya Session Manager and adjuncts (T-Server, SIP Server)
◦Contact Center Reporting using Genesys (URS, CCA, Infomart, CCPulse+)
◦Genesys Inbound Voice Interactive (Object-Based) Routing
◦Genesys Multi-Channel Services (Speech Enablement Applications, WEB, Chat, SMS)
◦Genesys Voice Portal (GVP) Nuance IVR Platform support using CIM
•Working knowledge of various operating systems (Windows, Unix, AIX)
•Working knowledge of Database platforms (Oracle, SQL)
•Excellent oral and written communication skills
•Good interpersonal and customer facing skills
•Excellent problem solver with strong trouble shooting skills
•Ability to work with minimal supervision
•Working knowledge and skill in: VoiceXML, xHMI, Java, JavaScript, XML (SRGS grammar syntax, and C++ is a plus.
•Prior experience mentoring co-workers and/or internal customers to transfer technical knowledge a plus.
•Prior experience in technical documentation tasks a must, systems maintenance and business continuity processes a plus.
•Genesys Certified Professionals (CIV, DIV, CVP, IWD, CSIP) a plus
Call or email if interested:
jflaherty@atlanticai.com
617-477-5258
