Primary Responsibility
- Designs, administers and optimizes company Genesys infrastructure to achieve high performance, reliability, availability and security
- Performs technical evaluations, analysis, and troubleshooting for Genesys infrastructure – data and voice networks, call center and contact center solution, recording systems, E1 and SIP trunks
- Performs daily system and key processes monitoring, reviewing logs, and verifying completion of scheduled jobs
- Reports any deviation/problem/outage to superior and other units, provides regular reporting
- Defines local standards, ensures the global standards are met
- Minimizes activities with a negative impact on operation; maintenance windows are always discussed with the affected departments
- Involved projects of implementation of the new systems, upgrades, maintenance fixes and patches in order to ensure efficient operations
- Prepares written materials (e.g. procedures, reports, guidelines, etc.) for the purpose of documenting activities and providing guidelines and help for the users
- Responds to inquiries from various sources (e.g. staff, administrators, vendors and service providers, etc.) to provide technical assistance and support
- Solves user request and complaints, is part of Helpdesk processes, provides on-call support
- Cooperates with Group Architects, Group Security, Group Network department and other IT teams located in Czech Republic and other countries
- Ensure that vendors provide their service under appropriate guaranteed Service Level
- Tracks and monitors application issues that related with Genesys system, analyses incorrect system behavior, provides solution locally or reports it to providers
- Provide and aware of Genesys infrastructure capacity planning
Qualification
Qualification
- Very good level of English, able to communicate on daily basis with foreigners
- At least two years’ experience in networking (TCP/IP, routing, QoS, VPN, rules) and voice communication (Genesys and call center operation support)
- Advance knowledge of Genesys call center (Inbound, Outbond, Routing, Reporting Infomart, Zoom Recording, Genesys Email Management)
- Having Genesys certificate more prefereable
- Advance knowledge of Oracle SQL queries
- Knowledge of principles of IT systems, systems architecture, high level of PC skills
- High initiative, reliable and independent person, high attention to detail
Informasi lebih lanjut
Bidang Pekerjaan |
Status Kepegawaian |
Consultant, Perencanaan/Strategi Perusahaan, Consultant
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Full-Time
|
Pendidikan Terakhir |
Gaji |
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Sesuai Peraturan Perusahaan
|
Tingkat Jabatan |
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