Req Id: 85231
Bell is a truly Canadian company with over 135 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.
Position Description:
Reporting to the Senior Manager Managed Services, the Contact Centre Support Specialist (Genesys) will have the chance and the opportunity to work with the latest contact centre solution technologies and be part of a team focused on its customer care and the quality of the services it delivers. He/She 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 contact centre application support specialists 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/her knowledge in order to stay up-to-date on the supported solutions. 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 Duties/Accountabilities:
- System administration and management of the Contact Centre environment including Genesys and Cisco VOIP, Genesys Voice Platform and Interactive Voice Response systems
- Responsible for the administration of the various systems, configuring moves, add & changes (MACD) for the contact centre environment
- Responsible for the management and support of incidents and assisting with resolution and root cause analysis
- Interfacing with clients and vendors to assess telecommunications and contact centre requirements and troubleshoot problems to resolution
- Provide operational and technical expertise and support to the client as it relates to the above-mentioned systems and applications.
- Manage the critical path process to ensure all critical dates for implementation of services as it relates to the above-mentioned applications are met ensuring Client satisfaction
- Work with onsite remote staff as applicable and other members of the team in the delivery of voice and contact centre services
Critical Qualifications/Competencies:
- Hands-on experience in supporting contact centre technologies (Cisco UCCE, Genesys, Avaya) and complex voice and contact center environments
- Experience with Genesys (Foundation, Framework, Routing , Genesys Voice Platform , Infomart, Outbound etc.) and Interactive Voice Response applications
- Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions
- Knowledge of telecommunications and contact centre vendors, services and products
- Strong knowledge of contact centre and workforce management principles and concepts
- Strong PC, networking, operating system and server administration skills (Windows, Linux, VMware, Networking)
- Experience with Genesys technologies is preferred
- Rotational On Call for support
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Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga
Application Deadline: 2015-08-11
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Mississauga