AgreeYa Solutions
- Manage user configurations and change requests in both Salesforce and Genesys Cloud.
- Be a problem solver – Tackle issues that involve people, technology, and processes by using logic, common sense and data. Identify the root cause of a problem as opposed to focusing on the symptoms.
- Support Contact Center Solutions Architects in the implementation of new features and interaction capabilities.
- Perform analysis and diagnosis of Contact Center interaction flows and routing problems to assure that issues are properly and quickly resolved.
- Provide monthly metrics and reports for monthly business operations reviews.
- Coordinate the design, implementation and maintenance of Business Systems communications.
- Coach business units on successful use of Contact Center applications.
- Perform routine diagnostics and document test plans for system and service issues.
- Provide support for Incident Command and participate in an on-call rotation.
- Manage documentation on all methods and processes to prevent technical issues or service outages.
- Qualifications:
- BS in a computer-related field, or equivalent CRM/Contact Center experience/certification
- 3+ years of hands-on experience with Salesforce Service Cloud.
- 3+ years of advanced knowledge of Contact Center platforms (Genesys Cloud a plus).
- Experience with WFM applications a strong plus
- Understanding of telephony and network protocols WebRTC, MPLS, RTP, RTCP, DNS, DHCP
- Hands on experience with voice applications ACD, CTI, IVR, Messaging, Speech Recognition, Dialing, Voicemail, Recording and Monitoring
Job Types: Contract, Full-time
Salary: $80.00 – $90.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: Remote
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