Ajilon Consulting is an international IT consulting firm with offices worldwide. We have over 6,000 consultants in over 80 cities in the United States, as well as in Canada, the United Kingdom and Australia. If you're looking for a company that takes pride in its people, rewards loyalty, has a solid reputation and a passionate commitment to a global vision -- consider a career at Ajilon.
Experience: Job Responsibilities:
. Perform "triage" on the IVR system to determine where the problem is-Genesys framework, IVR application, connection to web services, CTI, Witness, etc.
. Initiate/escalate problem tickets as needed.
. Supports, monitors, tests and troubleshoots hardware and software problems pertaining to the IVR.
. Communicates with the Enterprise Support Center for problem resolution and troubleshooting.
. Participates in continuous improvement efforts that would enhance performance, reliability or provide increased functionality for our customers.
. Provides updates and analysis of significant outstanding issues at staff meetings.
. Provides customers/management with concise oral or written explanations of problems and the course of action needed to resolve the problem.
. Creates and maintains system documentation in the departmental database.
. Installs and maintains all IVR based system hardware and software.
. Suggests and implement ideas that improve the operation of the IVR.
. Provide 7 x 24 support of the IVR system.
. Reports to the Manager of IVR Support.
Qualifications:
. Bachelors Degree in Computer Science or related discipline, or equivalent experience..
. Demonstrated experience in effectively communicating with a broad base of customers, technical staff, and multiple management layers.
. Strong follow up and organizational skills.
. Knowledge of computer networking basics (TCP/IP, DNS, Routing).
. Extensive experience in C, C#, Java/JSP/Servlets, XML/SOAP, ODBC/JDBC.
. Experience with database architecture and stored procedures.
. Hands-on experience with OO design concepts and web based technologies.
. Desirable experience on Genesys components and CTI call flow.
. Desirable CSS / AGS experience
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