Vacancy expired!
Atrilogy's direct client is seeking a
Telecom/Voice Engineer to join their Las Vegas, NV team. This is a 6 month contract role with the possibility of going permanent. On-site in Las Vegas, NV at Bally's Hotel and Casino. They are open to local candidates or candidates looking to relocate Genesys Pure Connect experience is required Manager will consider candidates outside of Vegas Responsibilities/Purpose The Telecom/Voice Engineer manages all technology used for Call Center applications. This position will be responsible for the maintenance, support, and troubleshooting of the Call Center technology. The Genesys PureConnect is the primary system of responsibility. This individual will be responsible for providing support for the users of our Call Center Software and managing the IVR that will be leveraged for Enterprise Reservation routing. This position will also support Carrier communication and troubleshooting from phone number moves to new circuits being added. Job Functions:- Analyzes/prepares detailed proposals for voice telecommunications technology
- Coordinates telephone equipment changes including additions, deletions and moving of equipment
- This position will be a mix of IVR development and support of a wide-spread Genesys network of users
- Develops, plans and implements project work plans, monitors progress and resolves problems to ensure that deadlines are met.
- Provides regular status updates to necessary site contacts/management on service restoration process/timeline.
- Provides reports on IVR success/failure measures.
- Maintains upgrades and Service updates to the Genesys PureConnect application.
- Duties included system adds, moves and changes.
- Troubleshot and resolved all CIC / Genesys related desktop user issues.
- Troubleshoot Polycom and softphone issues
- Maintain telephony resources and equipment such as T1s, PRIs, DIDs, POTS lines, telephones, headsets, phone numbers
- Ensures that the technology to assist all call center departments is available to support any interactions efficiently, accurately and professionally as they assist internal and external customers.
- Generates and follows through on new ideas/solutions on specific call center issues and participates in projects and process improvement initiatives to improve the operation.
- Acts as a liaison between Carrier and vendor.
- Ensures that all Caesars established IT processes are followed.
- Establishes, measures, documents, reports and communicates data.
- Accurately and swiftly resolves issues and reports potential issues to senior management if needed.
- Call Center Software Experience - VOIP Contact Center phone system
- Knowledge of voice technology, IP-based solutions, voice networking and troubleshooting/problem resolution required.
- Effective organization, project management and oral/written communication skills also required.
- General Telephony experience
- PC support experience
- 3 more years of ACD support in a Call Center environment.
- CIC / Genesys PureConnect experience including handlers, attendant and administrator functions a plus
- ICELIB development experience
- Crystal Reports
- SQL, VB, and ASP.net
- Stored Procedures
- DDL Statements
- HTML5
- IIS
- IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)
- Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.
Vacancy expired!