Job Details
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Contact Center Solutions Support Specialist
Lansing, MI | Job Code: 208754
**Job Description:**
Works closely with client/application architects, senior managers, and project managers to design and assist with the implementation and operation of the solutions infrastructure and related components. Experience and skills in architecture and engineering methodologies. Knowledge of and experience with a broad range of servers and related technologies.
**Required Skills:** * Contact Center Solutions Support Specialist (Siebel, Genesys, NICE-InContact)
* Genesys Framework, Siebel, SUITE, Genesys Interactive Voice Response, Computer Telephone Integration.
**Make a difference**
Ciber Global wants you. Come build new things with us and advance your career. At Ciber Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.
**This role requires the following:**
* 5+ years of experience.
* Considerable knowledge of the Genesys framework platform with experience of Genesys Enterprise routing strategy development, trouble shooting, implementation and optimization.
* Experienced in all Genesys solutions components to different customer telephony equipment (CPE) and media types.
* Strong ability to troubleshoot Genesys CTI (Computer Telephony Integration), Genesys Pure Engage (On premise), Genesys Framework, Customer Interaction Management (CIM) Platform, IVRs.
* Experience in Genesys framework version 8.0, 8.1, 8.5. Experience on Genesys Inbound Voice solution.
* Experience with Genesys Interaction Workspace/Desktop application development for customizations. Should be an individual contributor.
* Siebel technical administrator.
* On premise Siebel and Genesys web and app server support.
* Strong knowledge of the Windows Server Operating System
* Performs Siebel repository file migrations (SRF).
* Experience in Siebel tools developer.
* Knowledge of Genesys GAX, Genesys Interactive Insights GI2, Genesys Administrator, Genesys Configuration Manager CME, Genesys Pulse.
* Experience in Siebel Tools and Siebel repository file migrations.
* NICE-InContact administrator (Skills based routing).
* Respond to client email questions and requests/tickets regarding the software application architecture and integrations in the contact center technologies (Siebel, Genesys, NICE-inContact, Nuance, Virtual Hold, Active Directory, SAP, Mainframe, Filenet, MARCS, Clarity, Oracle, SQL Server).
* Ability to work both independently, and as part of a team of technical and non-technical colleagues.
* Strong written and verbal communication skills.
* Complete understanding of SDLC management practices and methodologies with emphasis on Agile Scrum development methodology.
* Find and fix agent issue, change the configuration if required.
* Strong attention to detail with outstanding problem-solving skills.
* Extensive analytical thinking and problem-solving skills.
* Supports working in an agile and/or waterfall team environment.
* Detailed oriented, data-centric and possess a desire to deliver high quality support.
* Provide support and escalation after business hours and weekends as required.
**Education:**
* Bachelors degree or equivalent practical experience.
At Ciber Global our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.
**Find a purpose**
Help clients embrace emerging technologies. Create inventive solutions and meet intriguing client challenges. Solve, fix, design and innovate. Be a part of something bigger by helping clients go digital, create engaging customer experiences and transform their business.
**Move ahead**
Our success as a company is built on practicing inclusion and embracing diversity. Ciber is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At Ciber, our differences are embraced and celebrated. Ciber Global is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.
Ciber is proud to be recognized as a National Minority Supplier.
National MBE Certification has been issued to Ciber Global, LLC by the Michigan Minority Supplier Development Council.
**About Ciber**
Founded in 1974, Ciber partners with organizations to develop technology strategies and solutions that deliver tangible business value. Ciber Global is a consulting, outsourcing and business solutions integration provider and partner with offices across the United States and India.
Ciber's strength is enhanced by its parent company, HTC Global, a growing technology innovation and execution leader with 11,000 employees worldwide. HTC Global helps its clients reimagine technology to reach business goals.
**Find Yourself at Ciber**
Make a difference
Build new things. Collaborate with experts. Join teams who are contributing to our clients' success. As a Ciber employee, you'll sit side by side with our clients and have long-term opportunities to advance their top priorities - and yours.
Find a purpose
Help clients embrace emerging technologies. Create inventive solutions and meet intriguing client challenges. Solve, fix, design and innovate. Be a part of something bigger by helping clients go digital, create engaging customer experiences and transform their business.
Move ahead
Our success as a company is built on practicing inclusion and embracing diversity. Ciber is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At Ciber, our differences are embraced and celebrated. Ciber Global is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.
Ciber is proud to be recognized as a National Minority Supplier.
National MBE Certification has been issued to Ciber Global, LLC by the Michigan Minority Supplier Development Council.
About Ciber
Founded in 1974, Ciber partners with organizations to develop technology strategies and solutions that deliver tangible business value. Ciber Global is a consulting, outsourcing and business solutions integration provider and partner with offices across the United States and India.
Ciber's strength is enhanced by its parent company, HTC Global, a growing technology innovation and execution leader with 11,000 employees worldwide. HTC Global helps its clients reimagine technology to reach business goals.
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