Published: 7th December 2017 (9 days ago)
Job Title: Telephony Specialist - Genesys
Job Reference: 916448
Job Type: Permanent
Location: United Kingdom, Hampshire
Salary: £48121 - £63551 per annum + Additional Benefits
We are looking for a Telephony Specialist to provide support for a large multi-site Genesys environment to resolve complex faults, implement changes, provide infrastructure delivery and implementations to meet customers and platform requirements.
Within this role, your key responsibilities will be service resolution of complex faults, provide root cause analysis for major incidents, deliver technical and fault analysis for inclusion in Customer and Management "Reason for Outage" reporting, including recommendations for process and system improvements.
To be successful in this role you will have strong technical experience with Contact Centre technologies (Genesys, Avaya, Speech Recognition, IVR), knowledge and understanding of Virtual Hold, Genesys Voice Portal, Genesys Interactive Insights and IP is highly desirable as well as knowledge of Genesys Framework and Routing (v8), knowledge of IVR technologies and Avaya Communication Manager. Working experience with SQL, Scripting languages, or any other development experience would also be advantageous.
As a strong communicator, you will develop and facilitate internal training sessions, product demonstration workshops, and develop strong customer relationships. Ideally, you will possess significant experience of working within an appropriate telecommunications field and have accountability for resolution of major incidents. You will have excellent verbal and written communications skills, an eye for detail and a reputation for consistently delivering work of a high quality. As you will be liaising with key stakeholders the ability to think "outside the box", develop and create innovative solutions will be required.
In order to succeed in this role, you will have strong commercial acumen, be highly organised and methodical and will have excellent interpersonal skills. You will have the ability to manage strong Customer relationships as well as influence both internal and external stakeholders.
A flexible approach to travel, work location and hours is essential as there may be occasional requirements for overnight stays. Due to the travel required within this role a full driving license is essential.
In return, we can offer you a competitive salary package in a position which has excellent routes for career progression within the Group. You will also enjoy an attractive benefits package, including pension, share plans, a generous leave entitlement (with options to purchase additional leave), reductions on energy, phone and broadband bills, plus a host of other rewards and lifestyle benefits.
Our role in supporting diversity and inclusion As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.