IT Call Center Systems Administrator
The IT Operations Call Center Systems Administrator installs maintains and configures Call Center Systems including the various software and services that may be installed on those systems.
This position focuses on the ongoing administration of Call Center Application Servers Call Routing Programs Recording Systems enduser applications and business continuity.
.
Assumes primary responsibility for the efficient installation maintenance and administration of all Call Center software.
a.
Install maintain and administer the Genesys Framework Suite and the associated agent desktop including the creation and ongoing maintenance of call routing programs configuration objects and ongoing system updates and enhancements.
b.
Install maintain and administer Genesys WFM services and applications.
c.
Install maintain and administer Genesys eServices and applications.
d.
Install maintain and administer Genesys GVP services and applications including the creation and ongoing maintenance of callrouting programs and system updates and enhancements.
e.
Install maintain and administer Virtual Hold Technology services and applications.
f.
Maintain hardwaresoftware in accordance with Company policies and procedures.
.
Responsible to support and perform other departmental functions as needed such as a.
Support Call Center and Network personnel in their assignments and perform preventive maintenance on all hardware and equipment as necessary.
.
Assumes responsibility for establishing and maintaining effective business relations with vendors suppliers and trade specialists.
a.
Act as project manager for outsourced projects and keep adherence to budgets and timelines.
b.
Obtains and conveys information as needed.
c.
Resolves problems and questions promptly and courteously.
d.
Maintains and projects the Companys professional reputation.
.
Assumes responsibility for establishing and maintaining effective communication coordination and working relations with area staff and management.
a.
Maintains system documentation including runtime procedures failover procedures and ongoing maintenance procedures ensuring the health and stabilities of AFCU Systems.
b.
Keeps management informed of significant problems and of progress attained in reaching established objectives.
Provides recommendations for establishing new and more effective programs and future equipment needs.
Suggests related procedural changes.
c.
Assists and supports the rest of the team as needed.
d.
Prepares reports of activities records and other required documents.
e.
Attends and participates in meetings and committees as required.
.
Assumes responsibility for related duties as required or assigned.
a.
Stays informed of changes in computer technology.
b.
Keeps work area clean secure and wellmaintained.
c.
Completes special projects as assigned.
d.
Assists with user moves deletions creation etc.
within corporate directory system.
e.
Assists with branch server upgrades and new branch server rollouts.
f.
Patch management for servers.
g.
Installation management and configuration of VMware ESX server farms.
h.
Administration of Identity Management systems.
i.
Responds to system alerts and other issues in a timely manner.
TrainingEducationCertification Required Knowledge Experience Required SkillsAbilities.
Estimated Salary: $20 to $28 per hour based on qualifications.
This position focuses on the ongoing administration of Call Center Application Servers Call Routing Programs Recording Systems enduser applications and business continuity.
.
Assumes primary responsibility for the efficient installation maintenance and administration of all Call Center software.
a.
Install maintain and administer the Genesys Framework Suite and the associated agent desktop including the creation and ongoing maintenance of call routing programs configuration objects and ongoing system updates and enhancements.
b.
Install maintain and administer Genesys WFM services and applications.
c.
Install maintain and administer Genesys eServices and applications.
d.
Install maintain and administer Genesys GVP services and applications including the creation and ongoing maintenance of callrouting programs and system updates and enhancements.
e.
Install maintain and administer Virtual Hold Technology services and applications.
f.
Maintain hardwaresoftware in accordance with Company policies and procedures.
.
Responsible to support and perform other departmental functions as needed such as a.
Support Call Center and Network personnel in their assignments and perform preventive maintenance on all hardware and equipment as necessary.
.
Assumes responsibility for establishing and maintaining effective business relations with vendors suppliers and trade specialists.
a.
Act as project manager for outsourced projects and keep adherence to budgets and timelines.
b.
Obtains and conveys information as needed.
c.
Resolves problems and questions promptly and courteously.
d.
Maintains and projects the Companys professional reputation.
.
Assumes responsibility for establishing and maintaining effective communication coordination and working relations with area staff and management.
a.
Maintains system documentation including runtime procedures failover procedures and ongoing maintenance procedures ensuring the health and stabilities of AFCU Systems.
b.
Keeps management informed of significant problems and of progress attained in reaching established objectives.
Provides recommendations for establishing new and more effective programs and future equipment needs.
Suggests related procedural changes.
c.
Assists and supports the rest of the team as needed.
d.
Prepares reports of activities records and other required documents.
e.
Attends and participates in meetings and committees as required.
.
Assumes responsibility for related duties as required or assigned.
a.
Stays informed of changes in computer technology.
b.
Keeps work area clean secure and wellmaintained.
c.
Completes special projects as assigned.
d.
Assists with user moves deletions creation etc.
within corporate directory system.
e.
Assists with branch server upgrades and new branch server rollouts.
f.
Patch management for servers.
g.
Installation management and configuration of VMware ESX server farms.
h.
Administration of Identity Management systems.
i.
Responds to system alerts and other issues in a timely manner.
TrainingEducationCertification Required Knowledge Experience Required SkillsAbilities.
Estimated Salary: $20 to $28 per hour based on qualifications.
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