Genesys Analyst X2

Description:
This is a mid to senior level position that requires an in-depth understanding of complex IVR, CTI and ACD enterprise-level Call Center environment containing large-scale, multi-platform applications. Excellent analytical skills are required for this position. Programming experience in a structured process-driven environment a plus. The successful candidate must be innovative and highly motivated. The Genesys Analyst X2 associate is responsible for the implementation and ongoing support of Genesys Enterprise Routing Solution.

Responsibilities
Administer and monitor Genesys, the servers it runs on and license usage
SCI, DB server, Universal Routing server, T-servers, Configuration server, Solution control server, Stat server, WFM.
Monitor scheduled jobs as required for Genesys performance and maintenance

Examples:
nightly db clean ups, backups, etc..
Perform Genesys Strategy Writer tasks for the implementation of new clients and new skills.
Provide 2nd and 3rd level problem determination and resolution support for all Call Center Technology routing issues and outages.
Reboot servers as needed

Qualifications:
Bachelor s degree or higher in Computer Science or related discipline, or equivalent job experience.
Excellent understanding of telephony networking theoretical concepts and broad knowledge of current Call Center Technology Integration trends and best practices
At least 3-5 years experience in practical software development environments, including requirements and design, documentation, test plans, application support and troubleshooting.
Knowledge of and experience with Software Configuration Management best practice methodology
Basic level of UNIX knowledge and understanding
Working knowledge of SQL
Working knowledge of Windows server administration
Very strong analytical and problem solving skills required
Programming experience in UNIX shell scripting would be desirable
Genesys experience a strong plus
Siemens PBX experience a plus

Desirable Skills
The ability to communicate with both technical and non-technical people is useful, as is the ability to understand various sides of an issue.
Tact, diplomacy and high level of interpersonal skills.
Ability to build and maintain a cooperative relationship with various groups of users.

Salary/Benefits: Salary commensurate with experience


Job Location: Lincolnshire, IL

Job Number: 302604

Company URL: http://www.hewitt.com/workinghere

Company Profile:
Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.