This site uses cookies. To find out more, see our Cookies Policy

IVR/ACD Administrator in Raleigh, NC at Vaco

Date Posted: 8/8/2018

Job Snapshot

Job Description

Genesys PureConnect IVR/ACD admin needed to support ongoing business needs and system maintenance. The individual should be well versed in IVR/ACD administration, generally understand VoIP telephony, with solid communication and analyst skills.

Role Responsibilities
* Highly skilled at providing ACD and IVR support at the enterprise level
* Works well in a fast paced environment, strong team player that excels with collaboration
* Work with business partners, vendors, and other application IT Analysts to provide solutions to complex issues
* Self-motivated who is able to prioritize projects, issues and tasks and work under minimum supervision
* Shared responsibility for 24x7 on call support

Skills & Experience Requirements
* Experience building, administering, deploying, upgrading and supporting enterprise ACD and IVR system including Call Recording, real-time and historical reporting. Minimum 5 years' experience.
* Experience working with CTI integration
* Experience running SQL queries
* Direct testing experience, including the writing and execution of test scripts
* Administration, maintenance support, and troubleshooting on any major PBX/ACD
* Must possess logical and methodical problem solving skills with the ability to communicate and justify the resolution process where necessary

Nice to have experience but not mandatory
* PureConnect Genesys/Interactive Intelligence I3, CIC, Media Servers, Dialer, Attendant profiles, ASR experience
* PureConnect Call Recorder, Analytics, Feedback, Optimizer Workforce Management experience
* Supporting IVR integration with Enterprise Service Bus/middleware
* IP Telephony platform (Cisco)

Job Requirements

Skills & Experience Requirements
• Experience building, administering, deploying, upgrading and supporting enterprise ACD and IVR system including Call Recording, real-time and historical reporting. Minimum 5 years’ experience.
• Experience working with CTI integration
• Experience running SQL queries
• Direct testing experience, including the writing and execution of test scripts
• Administration, maintenance support, and troubleshooting on any major PBX/ACD
• Must possess logical and methodical problem solving skills with the ability to communicate and justify the resolution process where necessary

Nice to have experience but not mandatory
• PureConnect Genesys/Interactive Intelligence I3, CIC, Media Servers, Dialer, Attendant profiles, ASR experience
• PureConnect Call Recorder, Analytics, Feedback, Optimizer Workforce Management experience
• Supporting IVR integration with Enterprise Service Bus/middleware
• IP Telephony platform (Cisco)