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Main Responsibilities

Call Flow Design in interaction (ACD, CTI, IVR) for CISCO and GENESYS CLoud
Responsible for troubleshooting in the area of IT/ACD
Coordination of the setup of IT-/ACD-workstations (Genesys / Cisco 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.


Competencies and professional background

Educational Background:

Bachelor's Degree in Business IT / Computer Studies or Engineering & Management or similar education
Several years experience in the 1st level unified communication / ACD support in the BPO/call center market
Certification ITIL V3 Foundation

Professional Skills

Cisco Certification / Engineer Training; Genesys (Pure Cloud) Certification / Engineer Training or similar education / experiences
Advanced IT-knowledge
Social competence and pronounced communication skills
Independent working style and high commitment
Comprehensive IT knowledge (PC networks, databases, programming languages, ACD etc.)

Soft Skills:

Problem Solving: Acts in an entrepreneurial way to solve problems and turns obstacles into opportunities.
Independent working style and high commitment.
High resilience, time flexibility and willingness to travel.
Structured, process-oriented working method and Strong organizational and analytical skills.
Good written and spoken English.