IT Ops Call Center Sys Admin

1.    Assumes primary responsibility for the efficient installation, maintenance, and administration of all Call Center software.

a.   Install, maintain, and administer the Genesys Framework Suite and the associated CTI desktop including the creation and on-going maintenance of call routing programs, and ongoing system updates and enhancements.
b.   Assumes responsibility for effective Call Center Reporting systems including the analysis of information, the creation and maintenance of Crystal Reports, Hyperion/CCA, CC Pulse, ad hoc reports, and on-going system updates and enhancements.
c.   Install, maintain, and administer Genesys WFM services and applications.
d.   Install, maintain, and administer Genesys Multi-Media services and applications.
e.   Install, maintain and administer Genesys GVP services and applications including the creation and on-going maintenance of call-routing programs, and system updates and enhancements.
f. Maintain hardware/software in accordance with Company policies and procedures.

2.    Responsible to support and perform other departmental functions as needed, such as:

a.   Support Call Center  and Network personnel in their assignments and perform preventive maintenance on all hardware and equipment as necessary.

3.    Assumes responsibility for establishing and maintaining effective business relations with vendors, suppliers, and trade specialists.

a.   Act as project manager for outsourced projects and keep adherence to budgets and timelines.
b.   Obtains and conveys information as needed.
c.   Resolves problems and questions promptly and courteously.
d.   Maintains and projects the Company’s professional reputation.

4.    Assumes responsibility for establishing and maintaining effective communication, coordination, and working relations with area staff and management.

a.   Maintains system documentation, including run-time procedures, fail-over procedures, and on-going maintenance procedures, ensuring the health and stabilities of AFCU Systems.
b.   Keeps management informed of significant problems and of progress attained in reaching established objectives. Provides recommendations for establishing new and more effective programs and future equipment needs. Suggests related procedural changes.
c.   Assists and supports the rest of the team as needed.
d.   Prepares reports of activities, records, and other required documents.
e.   Attends and participates in meetings and committees as required.

5.    Assumes responsibility for related duties as required or assigned.

a.   Stays informed of changes in computer technology.
b.   Keeps work area clean, secure, and well-maintained.
c.   Completes special projects as assigned.
d.   Assists with user moves, deletions, creation, etc. within corporate directory system.
e.   Assists with branch server upgrades and new branch server rollouts.
f.   Patch management for servers.
g.   Installation, management, and configuration of VMware ESX server farms.
h.   Administration of Identity Management systems.
i.   Responds to system alerts and other issues in a timely manner.

Training/Education/Certification:

• Genesys Certified Professional (GCP8) – Inbound Voice or Voice Platform
• Valid Driver’s License.
• Microsoft Certified Systems Administrator (MCSA) or equivalent preferred.
• College degree preferred.

Required Knowledge:

• Strong understanding of how to administer Windows operating systems.
• Basic understanding of TCP/IP.
• Active Directory, DNS, DHCP, and LDAP.
• Administration of Application Virtualization systems.
• SMS, SCCM, or equivalent management systems.
• Basic understanding of identity management systems.
• Microsoft File and Print administration.
• Microsoft IIS and Apache/Tomcat server administration.

 Experience Required:

• Three to five years’ experience administering Genesys Call Center systems.
• Three to five years’ experience administering Microsoft Windows Server and/or Linux servers.

Skills/Abilities:

• Strong analytical and problem solving skills.
• Well organized, with good verbal and written communications skills.
• Ability to prioritize and plan projects effectively.
• Ability to assist others and share knowledge with other team members.
• Able to use PC, terminal keyboards, and various computer hardware.