System Technical Specialist

A completed vocational training / study with professional relevance
• Relevant professional experience, typically in the CC environment - Knowledge in the area of CC Alcatel Lucent and Genesys (certifications)
• Programming skills, database experience
• Knowledge and experience in server technologies and operating systems
• Very good conceptual and analytical skills as well as communication skills
• High level of teamwork, resilience, self-initiative and a high sense of service
• Willingness to continue education
• Good German and English language skills spoken and written
• Voice Inbound / Framework
• eService 8.5 / eMail & FAX
• Genesys Interaction Recording (GIR)
• Genesys Web Engagement / Also known as Proactive Engagement
• Genesys Outbound Voice
• Genesys Workforce Management
• Genesys Skype for Business
• Basic Agent / Supervisor / Supervisor Social Media
• Self-Service / Genesys Voice Plattform
• Genesys IP Contact Centre Solutions / SIP Server

• Ensuring customer service (hotline support), as well as Second & Third Level Support in the Contact Center (CC) environment
• Operation of CC manufactured by Alcatel-Lucent and Genesys
• Fault detection and troubleshooting
• Development of solutions in cooperation with the customer
• Adapt system configuration, e.g. Intelligent routing strategies for distributing the media (calls, emails, etc.) to the agents or statistical reports to monitor the utilization of the CC using remote diagnostics and remote access
• Technical escalation to the manufacturer
• Collaboration with other technical departments
• Participation in shift service / call and operational readiness