Genesys Technical Support Analyst
Waste Management - Phoenix, AZ

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Join a team of Award-Winning Technologists at Work. Waste Management is honored to be recognized as a leader in information technology by such a prestigious institution as the InformationWeek 500.

Recognized by InformationWeek magazine as:
#3 most innovative IT organization on the IW 500 list for 2011
#1 in the Logistics and Transportation Industry category
#1 in the Most Innovative Revenue Generating idea category for our price-optimization system

Waste Management, Inc. is the leading provider of comprehensive waste and environmental services in North America. The company serves over 20 million municipal, commercial, industrial, and residential customers through a network of 390 collection operations, 294 transfer stations, 266 active landfill disposal sites, 17 waste-to-energy plants, 130 recycling plants, and 127 beneficial-use landfill gas projects.

To enable our business to expand our lead in a market increasingly enhanced by technology, Waste Management, Inc. is undertaking a substantial technology transformation. We currently have an opportunity for a Genesys Technical Support Analyst in Phoenix, AZ.

Job Summary:
Responsible for working with Technical and Business teams to support contact center applications using a proactive support model. Accountable for troubleshooting tier 2 and 3 production tickets, performance tuning, and building enhancements to the Call Center Technology applications post go-live. Provides technically advanced and in-depth troubleshooting to quickly identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff/vendor for resolution. Evaluates, designs, and supports the most highly technical and complex aspects of Contact Center communications technologies. Oversees implementation of, and maintains highly advanced contact center environment to meet a broad spectrum of business needs as they relate to contact center solutions (PBX, IVR, ACD, CTI) and applications such as call recording, workforce management, and reporting solutions.

Duties and Responsibilities:
Hands-on configuration of Genesys, Nice, and other applications that support contact center operations.
Monitors and performs level 2 and 3 troubleshooting to isolate and diagnose complex problems in support of contact center solutions via email, chat, and telephone.
Provide contact center subject matter expertise as it relates to skills-based routing, computer telephony integration, agent monitoring, call recording, work force management, reporting and integration with other applications such as CRM solutions
Responsible for the analysis and documentation of CCTS application functionality and intended use. Works on key processes with both end-users and business stakeholders of CCTS systems to determine business requirements including process flow definitions and functional specifications.
Develops report specifications with key stakeholders based on end-user requirements and business needs. Understands report audience and provides subject matter expertise on report usability including the data provided and format.
Under general supervision, develops moderately complex information systems or revisions to existing system logic to meet business requirements.
Creates test plans, works with technical staff to review progress and evaluates results through QA testing.
Work with the production support technology team and the business to scope and schedule deployment of adaptive, corrective, perfective and preventive changes as defined in release calendar
Ensures user satisfaction by providing installation, configuration, preventative maintenance and quickly troubleshooting and resolving problems. Confers with supervisor on unusual matters.
Coordinates with multiple vendors and/or internal departments to determine requirements and to access support for projects or requirements outside of the scope for the department.
Mastery at executing testing cycles, document results, and create testing sign-off documentation.
Design, maintain and support appropriate device connectivity utilizing MPLS, VoIP, SIP and IPT
Performs system administration of the IVR and ACD infrastructure in the call center
Participates in on-call rotation as needed

Education and Experience:
Required: Bachelor's Degree in Computer Science, MIS, or similar area of study. Seven years of hands on technical experience within a large multi-site contact center environment and five years of Genesys contact center technologies experience may substitute for the Bachelor's degree.
Preferred: Genesys and Nice System Certifications

Knowledge, Skills or Abilities Required:
Administration of skill based routing, call vectoring, announcement management, Voice over IP, IP Softphone, IP Agent, ARS routing, and dial plans.
Configuring and supporting contact center technologies on a converged MPLS data network supporting VoIP and SIP.
Hands on experience with IVR /Speech systems hardware and application support.
Hands on experience with ACD hardware and application support
Configuration of Workforce Management system and testing
Configuration experience with Avaya PBX's, voicemail and peripheral systems (CMS, IQ, AES, Session Manager), LEC, LDC circuits and systems.
Strong understanding of Software Development Lifecycle and best practices.
Document user, support and maintenance procedures.
Document standardized communications to users and management.
Customer service skills including conflict resolution.
Ability to conceptualize end user steps and processes to readily identify the issue/problem.
Mastery ability to manage multiple deliverables in a highly energized and fast-paced environment within a framework of constantly shifting deadlines and deliverables
Mastery ability to perform in a collaborative team environment
Strong technical, logical, analytical, and problem solving skills
Strong written, verbal and presentation communications skills and the ability to effectively express complex technical concepts to non-technical audiences
Proficient in negotiating issues to resolution.
Troubleshooting PC problems and issues.
Proficient knowledge of PC systems, hardware and software.
Remedy Action Request System (Help Desk System).

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Waste Management is the leading provider of comprehensive waste management and environmental services in North America. We are also a...