Beschreibung
Tasks
Cordination of IT and telephony
Implementation of tools to improve performance
Design and implementation of process optimisations
Internal and external project communications
Requirements
Excellent knowledge in Contact Center technologies with industry certification (Design and support specialist)
Good knowledge of PBX/switch technologies (TDM, VoIP, routing & switching, protocols ISDN, QSIG, SIP) and Genesys products and services and their usage
Knowledge of Genesys Workforce Management (WMF) and intelligent Workload Distribution (iWD) as well as Cisco Voice products (CUCM, Jabber, Unity) an advantage
Contract knowledge (Outsourcing, Agreements, SLAs etc.)
Vendor Management experience, good contacts to existing and optional suppliers, vendors, providers
Business management and analytical skills
Project management skills and experience in the development of concepts
Service management skills (ITIL V3) and experience
German is a MUST