Job Description: Responsibilities & Requirements
What will you do?
- This role involves being a member of a team responsible for the overall support/administration/development of the Genesys PureConnect and PureCloud Customer Interaction and Voice/Text Analytics platform, a business-critical tool within the IT Infrastructure, ensuring its contribution to the overall efficiency and productivity of the Business Environment.
Qualification
- Matric/Grade 12/NQF 4
- Degree IT/Development related an advantage
- IP Telephony related Qualification an Advantage
- SQL-related qualification an Advantage
- Genesys Qualification would be an Advantage
Minimum Experience
- Experience in an IT support/SysAdmin related role an advantage (2 years)
- Experience with Telephony/Business Workflow systems role an advantage
- Experience in Genesys PureConnect would be an advantage.
- Experience in Genesys PureCloud would be an advantage.
- Working knowledge of VOIP/SIP
- Working knowledge of Microsoft SQL Server/IIS Web Services/APIs
- Working knowledge of Windows operating systems (Windows 10, 11, Windows Server, SQL)
- Working knowledge of Network Infrastructure / TCP / IP Tools
- Working knowledge of Domain, Exchange, Active Directory
- Excellent knowledge of Microsoft Office 365
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Deliverables include, but will not be limited to
- Support
- Daily System tests rotated between team members.
- User and Application Support, troubleshooting and resolution.
- Escalation and tracking of bugs/issues to internal teams and service providers.
- Monitoring of dialer activity, lead volumes and status on all platforms.
- After-hours support rotated between team members.
- Maintenance
- Daily User/Workgroup/Profile administration on all platforms.
- System performance management.
- System Switchover and maintenance fortnightly, rotated between team.
- Configuring dialer campaigns.
- Maintaining dialer data tables.
- Support the immediate team and other MiWay support teams toward achieving system stability.
- Testing new application version releases and facilitating upgrades.
Competencies Required
- Accountable
- Analytical with extreme attention to detail
- Able to work under pressure
- Independent logical thinker
- Excellent problem-solving capabilities
- Willingness to learn
- Able to work flexible hours
- Excellent Administrative skills
- Excellent attendance record and timekeeping
- Excellent communication skills
- Self-disciplined
- Self-motivated
- Standby Availability
Knowledge and Skills
- Problem Tracking Tools
- Computer Installation
- Compliance Monitoring
- Computer Operations Knowledge
- Information Reporting
Personal Attributes
- Interpersonal savvy - Contributing independently
- Decision quality - Contributing independently
- Action orientated - Contributing independently
- Optimises work processes - Contributing independently
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