Organizational Description:At Avtex, everything we do, every day adds fuel to exceptional customer experience. We do this by utilizing our technology know-how to enable our clients to deliver an exceptional experience to their customers. Position PurposeThis position is directly responsible for the remote configuration of equipment and/or software/settings for the Genesys Cloud platform, working from Avtex’s Global Delivery Center. The installation may be a new system, an update to an existing system, replacement of defective components, or creation of new items or workflows. Working after hours is an essential part of this position and will be a requirement to properly transition work status back and forth with US based project resources. This position will work closely with US based Cloud Engineering, Project management and Developers to fulfill required tasks.Key Accountabilities· Demonstrate professionalism in representing the Company· Maintain productive and satisfactory relationships with both GDC and US-based teams· Configure flows using Genesys Cloud Architect· Configure Local Edges · Configure Trunks as needed· Conduct Genesys Cloud system set-up as required.· Configuration of system data including but not limited to users, queues, stations· Understand and work according to the scope of the project, integrations, customer requirements etc.· Provide technical specifications as requested.· Follow-up on and resolve outstanding issues in a timely manner.· Complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.· Update customer database to reflect changes in system configuration.· Participate in miscellaneous projects as assigned.· Initiate time tracking processes as required.· Other responsibilities may be assigned.
CompetenciesPersonal:Strong interpersonal skills, high energy and enthusiasm, integrity and honesty, flexible, results oriented, resourceful, problem solving ability, deal effectively with difficult situations, ability to prioritize.Operations: Ability to manage multiple projects, and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively.Technical: Ability to understand and communicate technical Cloud PBX concepts; proficient with Microsoft Project, Visio and Office products. Required Knowledge, Skills amp; Abilities· Excellent verbal amp; written communication in English language.· Outstanding customer service skills.· Positive, team-focused attitude.· Independent and self-motivated work ethic.· Consistency and reliability.· Attention to detail and thoroughness.· Effective time management skills.· Excellent organizational and planning skills.· Excellent written and verbal communication skills.· Ability to adapt quickly to changing technology.· Detailed understanding of integrations and computer networks.· Understand system hardware/software to be able to identify problems and provide a remedy.· Ability to work after-hours as dictated by business demands.Desired Knowledge, Skills amp; Abilities· Understanding of SIP and Cloud PBX concepts· PBX (Private Branch Exchange) certifications and experience · REST (Representational State Transfer APIs) understanding and familiarity.
Education and Experience · High School diploma required. BA or college certifications in Telephony, networking or related IT areas preferred. Equivalent experience considered.· 2+ years proven track record in telephony, networking, or IT industry.Working at Avtex
At Avtex, we’ve worked hard to create a culture that promotes teamwork, creativity and an effective balance between work and the life outside of it. We are committed to attracting the best and brightest, retaining the best and brightest and building an enviable culture. In short, we want our employee experience to inspire people.
Do you want to be inspired in your workplace? We’re always looking for talented people to join our team!