Job ID: IN-17149 (95090414)
Genesys Support Engineer with helpdesk, ticketing, Triage, networking, IP telephony, contact center, systems management, PureConnect, Interactive Intelligence CIC and IC Business Manager
Location: Indianapolis IN (Office of Technology)
Duration: 18+ months 37.5 hrs/week
The Genesys Support Engineer will be taking incoming tickets, performing tier 1 & possibly tier 2 support. Triage of higher level issues. Administrative (add/remove/change) tasks.
Bachelors degree in electronics or computer sciences with network and contact center certification preferred or equivalent job related experience.
Minimum of 2 years of job experience in networking, IP telephony, contact center and systems management.
Minimum of 2 years of job experience with Genesys PureConnect and/or Interactive Intelligence CIC, including client functions, IC Business Manager functions, administrative functions, and log reading.
Excellent oral and written communication skills are required.
This individual is responsible for configuration and implementation of contact center infrastructure, systems and sub-systems, voicemail, web chat, mobility, recording, agents and contact center customer email interaction services for the State of Indiana.
This individual is responsible for all voice services related to contact center deployment.
Individual is responsible for maintenance and support of approximately 6,000 contact center members and IP phones.
Individual is responsible for daily operation and support of contact center subsystems and voice components.
Individual should have knowledge of Windows operating systems.
Individual is required to be available during non-business hours as dictated by the Contact Center Support team manager or the group on-call calendar.
The individual must have excellent written and oral communication skills capable of participating in meetings.
The individual is required to meet regularly with senior engineers, specialists, and management to provide project status updates and discuss current and future projects.
This position helps seniors, specialists, and management with short/long-term planning and budgeting of contact center services, software and hardware.