Principally responsible for the design, configuration and support of Automated Call Distribution (ACD) and Voice over Internet Protocol (VoIP) systems.
Research enterprise network related technologies. Research, recommend, install, configure and maintain network and server hardware related to ACD and VoIP solutions.
Design, configure and support the architecture for the Genesys ACD environment across multiple data centers.
Install, configure and upgrade Genesys components.
Respond to incidents and outages utilizing standard Service Management and ITIL principles.
Support the onboarding of new ACD and VoIP customers from requirements gathering to production go-live.
Configures hardware and software to meet business needs, trains others on the solution, and documents the solution for ongoing support.
Functions as part of a team. Position requires experience in the technical services and support field as well as experience in network and system administration (DHCP, DNS, routers, firewall, etc.).
System Administration/Architecture experience of more than 8 years.
Capacity to utilize relevant experience and judgment to plan and accomplish goals, independently as well as in a Team/Project environment.
Ability to perform a variety of tasks in a complex, critical enterprise environment. A wide degree of creativity and latitude is expected.
Skill Required: Must Have: Application server administration in production environment: 2 years ACD: 5 years Telecommunication: Design and configure of ACD, VoIP, and IVR systems: 5 years Vo/IP Networks: 5 years Experience with Windows Server: 2 years
Nice to Have: Linux server administration in production environment: 2 years