Genesys Voice Platform Network Engineer
Cynet Systems - Jackson, MS

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We have an opportunity for a Network Voice Engineer for our client in Jackson MI .

Job Details

Location: Jackson, MI


: Contract to Hire Job Description – Network Voice – L3 ( Depth knowledge of and experience with Genesys Call Routing along with Rockwell/Spectrum & Nuance )


Voice Network Engineer ( Voice L3)

Key Tasks & Activities
  • Manages delivery team of L2 Engineers.
  • Performs Root Cause Analysis
  • Tracks and updates key performance metrics.
  • Determines work procedures, prepares work schedules, and expedites workflow: Studies and standardizes procedures to improve efficiency and effectiveness of Call Center Voice (Genesys, Rockwell/Spectrum/ Nuance) operations.
  • Manages and overseas shift handover process
  • Acts as point of contact for all service delivery issues/ pending work/ escalations
  • Project Management
  • Provide team support and process improvements through individual contributions.
  • Handles escalations
  • Participate in routine operational meeting
  • Performs advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, upgradation & site coordinations.
  • Initiates network improvement recommendations based upon experiences in field
  • Provide onsite operations and admin consultancy during system administration & maintenance

Min. Qualifications & Exp.

  • Minimum of 4 years experience in the network industry
  • Must have worked in ITIL environment
  • Minimum of two years on large network environment for mission critical support environment and a minimum of two years product knowledge acquired through a mixture of empirical and formal certification
  • Must have managed 7-10 people team
  • The ability to communicate technical details and concepts to at least senior management level within a customer organization,
  • In depth knowledge of and experience with Genesys Call Routing along with Rockwell/Spectrum & Nuance

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