Beschreibung
Your role:
Are you a Genesys expert? Are you familiar with telephony technologies and various media channels? Would you like to analyze technical issues, help our Clients to receive the best service and application experience ?
We are looking for an IT Support Analyst - Genesys Specialist in the area of Contact Center Services.
Contact Centre comprises a set of vendor-supplied (Genesys) components that enable clients to contact the Bank via Telephony, Chat, E-mail & Social Media.
We are looking for somebody to:
- take the responsibility for second level IT support regarding General Request, Incident and Problem Management
- analyze and help solve production issues
- communicate with Operations, L1, L2, L3 and other stakeholders
- maintain Knowledge Database to provide on request in a structured way the needed information
- intense production verification and testing of our applications
- willingness to work on weekends on occasion due to planned releases
Your team:
You'll be working within WMPC IT Development in Zurich, closely with Contact Center Services team, while being part of Technology Services - Application Support Group. Both teams are enabling Contact Center to provide the best service to our clients by ensuring stability and efficiency of the platform and the tools they are using.
Your expertise:
You have:
- a broad knowledge of the Genesys solution landscape with deep technical skills.
- excellent experience in how-to integrate Genesys into large and global enterprise environments, including infrastructure projects such as telephony system replacement
- UNIX/Linux system administration know-how
- a dedication to get in touch with IT technology (Servers, databases, files)
- strong analytical, problem-solving and synthesizing skills (you know how to figure things out)
- the ability to organize tasks and next steps
- devOps experience as an advantage, but not the must
You are:
- a confident communicator who can explain technology to non-technical audiences
- capable of understanding client needs and translating this into efficient incident support
- motivated and self-reliant person
- fluent in English
If you think this could be the right role for you, please feel free to apply online or please contact Agnieszka Wojcik directly (see below)