Career Opportunities: Genesys Voice Application Specialist (30253)
Req ID 30253 - Posted 07/31/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Engineering & Network - Bell Corporate
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Bell Canada is the Canadian leader in contact centre solutions. It has a dynamic and constantly evolving team that supports, monitors and manages contact centre solutions for its business customers. This team is currently seeking a motivated candidate in order to fulfill a 3rd level application technical support position (application voice specialist) for its Computer Telephony Integration (CTI) contact centre solutions.
The candidate will have the chance and the opportunity to work with the latest contact centre solution technologies and be part of a team focussed on its customer care and the quality of the services it delivers. He will have the mandate, amongst others, of supporting, jointly with other members of the team, the largest IP contact centre solution in Canada.
This team is composed of experts in contact centre application support and is unique in its own kind in Canada. The technological challenges are great because of the constant introduction of new technologies in this field which will allow the candidate to continually develop his knowledge in order to stay up-to-date on the supported solutions. Training and coaching plans are established for all employees in order to always maximize their knowledge level. The main services offered by the team are 7/24 monitoring, 2nd and 3rd level of support and maintenance as well as solution management.
Job Profile:
The Genesys Applications Voice Specialist is responsible for 3rd level application technical support position for its Computer Telephony Integration (CTI) contact centre solutions. Technical support incident and problem resolution as well as change and maintenance activities. The Applications Specialist primary function is to provide technical resolution of open incidents and identify root cause and provide fixes. In addition they must have the ability to understand an overview of customer solutions.
Job Description:
Daily Activities
Prime for resolution
Ensure support in his field(s) of expertise
Diagnose, resolve and follow-up on incidents, problems and alarms
Manage activities based on Service Level Agreement with assistance of the application analyst(s).
Document and update all the activities in the ticketing system
Investigation & deployment to resolve, improve or maintain solution.
Participate in assigned requests for customers & partners from the existing processes but not limited to:
Email
Phone communications
Conference calls
Meetings
Within CCSO
Ensure the quality assurance for the services delivered
Inform ticket owner of any update in resolution
Execute Move, Add and Change request when required
General Activities
Engage appropriate parties related to ticket opened with vendor and/or professional service team
Participate in activities such as:
Investigation (Root cause analysis, architectural solution)
Development (vendor / Internal)
Deployment (change request form, environments phases, tools)
Testing (Bug testing, regression testing)
Customer validation (Bug Testing and ticket closing)
Documentation update (knowledge database, service design package)
Create and maintain customer and internal technical documentation
Develop expertise and best practices in your area(s) of expertise
Required to carry a pager when necessary
Potential to work outside of normal business hours
Technical skill requirements:
Should have knowledge on:
Enterprise Contact Centre solution (Cisco or Avaya IP Contact Center, others)
Enterprise and Express versions, various voicemail systems.
System management for all telephony systems including Cisco VOIP
Contact Centre Technology solution (IVR, Verint, WFM, CMS, Conversant, Intuity, Nuance, Recording)
Computer Telephony Integration - CTI
Working knowledge of:
Interactive Voice Response
Windows networking
TCP/IP
Genesys systems
Qualifications:
Bachelors Degree in Computer Sciences
Technical call center experience
Excellent communication skills
ITIL Knowledge
Experience with Genesys VOIP systems.
Knowledge of telecommunications vendors, services and products.
Strong knowledge of voice engineering principles and concepts.
Experience in Voice traffic engineering and traffic study analysis.
Strong PC skills (Windows, PC Hardware, Internet Browsers, Networking)
Relationship building skills are mandatory to develop and sustain effective client relationships. Interpersonal skills and teamwork are essential to build effective relationships with internal partners and external customers in order to effectively address customer issues/complaints.
Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions
Fluent English oral and written skills - mandatory
BCE:WKP #Feature *LI-RY
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Mississauga
Application Deadline: 08/30/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Ontario, Mississauga
Req ID 30253 - Posted 07/31/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Engineering & Network - Bell Corporate
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Bell Canada is the Canadian leader in contact centre solutions. It has a dynamic and constantly evolving team that supports, monitors and manages contact centre solutions for its business customers. This team is currently seeking a motivated candidate in order to fulfill a 3rd level application technical support position (application voice specialist) for its Computer Telephony Integration (CTI) contact centre solutions.
The candidate will have the chance and the opportunity to work with the latest contact centre solution technologies and be part of a team focussed on its customer care and the quality of the services it delivers. He will have the mandate, amongst others, of supporting, jointly with other members of the team, the largest IP contact centre solution in Canada.
This team is composed of experts in contact centre application support and is unique in its own kind in Canada. The technological challenges are great because of the constant introduction of new technologies in this field which will allow the candidate to continually develop his knowledge in order to stay up-to-date on the supported solutions. Training and coaching plans are established for all employees in order to always maximize their knowledge level. The main services offered by the team are 7/24 monitoring, 2nd and 3rd level of support and maintenance as well as solution management.
Job Profile:
The Genesys Applications Voice Specialist is responsible for 3rd level application technical support position for its Computer Telephony Integration (CTI) contact centre solutions. Technical support incident and problem resolution as well as change and maintenance activities. The Applications Specialist primary function is to provide technical resolution of open incidents and identify root cause and provide fixes. In addition they must have the ability to understand an overview of customer solutions.
Job Description:
Daily Activities
Prime for resolution
Ensure support in his field(s) of expertise
Diagnose, resolve and follow-up on incidents, problems and alarms
Manage activities based on Service Level Agreement with assistance of the application analyst(s).
Document and update all the activities in the ticketing system
Investigation & deployment to resolve, improve or maintain solution.
Participate in assigned requests for customers & partners from the existing processes but not limited to:
Phone communications
Conference calls
Meetings
Within CCSO
Ensure the quality assurance for the services delivered
Inform ticket owner of any update in resolution
Execute Move, Add and Change request when required
General Activities
Engage appropriate parties related to ticket opened with vendor and/or professional service team
Participate in activities such as:
Investigation (Root cause analysis, architectural solution)
Development (vendor / Internal)
Deployment (change request form, environments phases, tools)
Testing (Bug testing, regression testing)
Customer validation (Bug Testing and ticket closing)
Documentation update (knowledge database, service design package)
Create and maintain customer and internal technical documentation
Develop expertise and best practices in your area(s) of expertise
Required to carry a pager when necessary
Potential to work outside of normal business hours
Technical skill requirements:
Should have knowledge on:
Enterprise Contact Centre solution (Cisco or Avaya IP Contact Center, others)
Enterprise and Express versions, various voicemail systems.
System management for all telephony systems including Cisco VOIP
Contact Centre Technology solution (IVR, Verint, WFM, CMS, Conversant, Intuity, Nuance, Recording)
Computer Telephony Integration - CTI
Working knowledge of:
Interactive Voice Response
Windows networking
TCP/IP
Genesys systems
Qualifications:
Bachelors Degree in Computer Sciences
Technical call center experience
Excellent communication skills
ITIL Knowledge
Experience with Genesys VOIP systems.
Knowledge of telecommunications vendors, services and products.
Strong knowledge of voice engineering principles and concepts.
Experience in Voice traffic engineering and traffic study analysis.
Strong PC skills (Windows, PC Hardware, Internet Browsers, Networking)
Relationship building skills are mandatory to develop and sustain effective client relationships. Interpersonal skills and teamwork are essential to build effective relationships with internal partners and external customers in order to effectively address customer issues/complaints.
Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions
Fluent English oral and written skills - mandatory
BCE:WKP #Feature *LI-RY
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Mississauga
Application Deadline: 08/30/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Ontario, Mississauga