technologies-expected :

responsibilities :

Incident, follow up and user support for CTI and telephony platforms
Support of the Genesys cloud, Nixxis and ‘Worldline contact’ solutions
Maintaining tickets in Jira / reporting to management about the tickets status
Development and maintenance of new IVR, call routing, monitoring tools, reporting tools for all CTI platforms
Managing the voice and creating voice prompts for CTI platforms
Managing phone numbers (DNIS or agent phone numbers) for CTI platforms
Developing, optimizing, and maintaining the processes and configuration
Ensuring the operation of services developed externally by software suppliers
Planning and implementation of releases in coordination between customers and software suppliers
System integration of new applications into the production environment
Managing relationships with external suppliers including budget and resources planning

requirements-expected :

3+ years of experience in a CTI engineer role
Experience in Application support
Ability to develop subject matter expertise across all the supported systems, including technical details and operational processes
Confident analytical and problem-solving skills
Preferably previous knowledge of cloud-based solutions (Genesys cloud) and scripting languages (IVR, surve
Confident analytical and problem-solving skills
Experienced working in a ‘support’ environment, including liaising with end-users
Flexibility to work exceptionally during extra business hours for maintenance reasons on CTI solutions
Recent working experience in a CTI environment (preferably Genesys)
Working knowledge of one or more of the following: Excel Macros, Genesys administration

offered :