Unified Communications - Technician junior

Job summary

Effectively maintains customer hardware/software. Responsible for delivering timely and effective repairs to ensure optimal system performance and superior customer satisfaction.

Main Responsibilities

• Call Flow Design in interaction (ACD, CTI, IVR) for AVAYA and GENESYS
• Responsible for troubleshooting in the area of IT/ACD
• Coordination of the setup of IT-/ACD-workstations (Genesys / Avaya soft clients, hard phones,..)
• Planning and coordination of workplace relocations / business lines
• Documentation (e.g. customer/system specific installations)
• Responsible for ensuring the operational readiness of the IT and ACD networks via monitoring systems and UHDs
• Software distribution / security management (patches, etc.)
• Carrier Service Numbers Management
• System management and backup
• Maintain customer and internal communication
• Ensure quality compliance
• Management and maintenance of communications systems in the call center environment of the region
• Extended fault processing of IT and ACD networks via monitoring systems and UHD, ensuring availability of systems
• Configuration and administration of new business lines / services
• Comply with the ratios/objectives established in the service (KPI, SLA, SolveIT)
• Additional task can be assigned at any time.