Genesys Developer - #7443074
Verisure
Fecha: hace 1 semana
ciudad: Pozuelo de Alarcón, Madrid
Tipo de contrato: Tiempo completo
Verisure Securitas Direct, the leading company in security for home and business in Europe, is seeking a talented, innovative and passionate Service Manager to join our growing and successful Voice Technology team.
Main responsibilities linked to the position are:
- Ensure excellent service management under his/her responsibility, including all activities involved in service E2E management: analyze root cause of operational incidents, follow up customer incident and requirements, ensuring excellent maintenance, elaborating documentation, etc.
- Manage Contact Center Service communications channels both with internal people and external providers through different countries within the company.
- RFI and RFP drafting for external providers’ collaboration.
- Specific technical tasks to improve the platform and maintain KPIs.
- Possibility to Support 24x7 business hours advising and resolving internal user doubts and problems.
- Manage request by ticketing tool related to Genesys.
- Collecting internal customer information for complex request/critical incidents and scale to next support level into the Genesys COE.
- Identify and define improvement in the telephony platforms to set up technical backlog as part as the platform preventive maintenance.
- Make service level agreement compliance reports.
- Internal follow up meeting with the rest of the member of COE.
- Telecommunications or System Engineering Degree.
- High level of English.
- At least 5 years of provable experience in Service Management.
- Knowledge in IP PBX.
- Experience in Genesys CTI environments (Pure Engage Cloud expertise preferred and/or On Premise desired) like:
- Genesys Framework 8.x
- Genesys Voice Platform
- Genesys Routing
- Genesys Multimedia (eServices)
- Genesys Agent Applications ( Genesys Interaction Workspace)
- Genesys SIP Server
- Genesys Reporting (Pulse, CC Analyzer, & Infomart)
- Genesys Quality Management (GQM)
- Valuable technical knowledge and experience in:
- Contact Center systems architecture and design
- CRM-CTI integration experience
- Work force Optimization
- Quality Monitoring
- Speech\Text Analytics
- Nuance Recognizer
- Web Services
- MS SQL Server
- Valuable ITIL training.
- Valuable Project Management training
- Fussy person, organized, methodical and responsible.
- Team player with strong analytical skills.
- Proactivity and autonomy.
- Good communications skills.
- Results and Customer oriented to ensure service level agreement.
- Used to work under pressure in a multi-country team environment, with continues changes and heavy workload.
- Availability to be on duty, occasional travel abroad and specific technical interventions after hours.
- Ability to deal with providers.
- Passionate in Everything We Do: our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly.
- Committed to Making a Difference: when we say we will do something, we deliver with excellence. We are accountable, focused and operate with discipline.
- Always Innovating: we believe that Innovation can be big or small; it’s a continuous state of mind that inspires us to think differently and always make things better. We are risk takers and we learn continuously.
- Winning as a Team: our people know that by leveraging one another’s strengths, investing in and developing our team’s capability and by collaborating well, we will win.
- With Trust & Responsibility: operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.
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