Contact Center/ Telecommunications Analyst- Salesforce/Genesys Cloud

Sr. Support Operations Specialist

6+ months contract

Santa Clara, CA/ REMOTE

Description:

Sr. Support Operations Specialist to assist the Global Customer Services Business Systems team with managing the daily operations of our Salesforce and Genesys Cloud Contact Center program. This role is a key operational position supporting Technical Assistance Center (TAC). The ideal candidate must have a minimum of 5 years of hands-on experience with CRM, and Contact Center/IVR/ACD technologies, Salesforce and Genesys Cloud a strong plus. Candidates must be a team player, willing to be involved in project implementations, daily operations, and optimization of technologies. Must have knowledge of Support business processes and be able to thrive in a fast paced, dynamic environment. Specifically, within the GCS Business Systems team, we encourage a collaborative, hands on approach in understanding and owning the systems and business we support.

Responsibilities

• 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.

Skills:

• 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

Education:

• BS in a computer-related field, or equivalent CRM/Contact Center experience/certification

Job Types: Full-time, Contract

Salary: $75.00 – $85.00 per hour

Schedule:

• 8 hour shift

Work Location: Remote