Genesys CTI Engineer
We are looking for a highly experienced Genesys CTI Engineer.
The successful candidate must have:
Solid prior experience with Genesys CTI Solutions.
Experience with Genesys Inbound, Outbound, WFM, and Reporting (Applicants without Genesys experience need not apply)
A demonstrated history of high performance in CTI technical areas.
The role of the Genesys CTI Engineer will include:
Perform system administration and support tasks
Deal with incidents escalated by the IT Support team as well as less urgent issues logged through the helpdesk system
Complete and document change requests to meet the specifications outlined by the Solutions Architect team, while maintaining appropriate design practices and standards
Provide ongoing support and maintenance of the Genesys / CTI environment
Provide a high level of customer service
Participate in rostered 24/7 Support of the Genesys Environment
We are looking for someone who has demonstrated the following skills already in their current role:
Sound written and oral communication
Detailed understanding of Help Desk/Customer Support process
Ability to display customer empathy
Familiarity with CTI concepts, capabilities and limitations
Excellent troubleshooting and problem solving skills
Familiarity with TDM and VOIP communication systems
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