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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.
