Telephony Systems Administrator, Genesys

The Telephony Systems Administrator is responsible for the maintenance, enhancement and day to day management and support of the company’s Telephony system. The incumbent is responsible for the design, development, implementation and support of limited code aspects of the phone system including call routing, IVR, phone queues and reporting. They partner with the technology teams and the business to ensure an optimal Telephony environment. The Systems Administrator is also responsible for department level SharePoint Administration and they work with stakeholders to gather information and update the SharePoint with pertinent, up to date information.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Telephony:

• Works with the business users to complete changes to call routing needs or reporting.
• Creates and deploys feedback mechanisms for Managers.
• Works with the technology and testing teams to ensure system changes and updates are completed seamlessly.
• Identifies trends and recommends potential corrective actions to people or system related phone process.
• Implements and updates customer announcement changes.
• Partners with Customer Experience and process design leaders to ensure phone systems are customer friendly and efficient.
• Designs, debugs and implements, low/no code aspects of the telephony system including call routing, IVR, phone queues and reporting.
• Responsible for system monitoring and troubleshooting.
• Researches phone capabilities and makes systemic recommendations for improvement.
• Manages system’s roles and users.
• Serves as liaison to 3rd party phone system vendors including Genesys.

SharePoint:

• Ensures the department SharePoint is up to date and adheres to document retention and storage guidelines.
• Management of the department SharePoint including adding and amending document libraries, integrating applications and ensuring sufficient storage space.
• Partners with testing team to ensure changes are successful.
• Supports the department in growing their SharePoint presence.
• Troubleshoots or resolves SharePoint issues.
• Performs other related work as assigned.
• Providing SharePoint users training when necessary.
• Partners with the training and communications teams to ensure information is up to date and meets communication and brand standards.
• Partners with Information Technology teams to ensure company and department SharePoint sites remain up to date.
• Utilizes understanding of SharePoint to update information in a timely manner for the department.

SUPERVISORY RESPONSIBILITIES:

None required for this position.

EDUCATION AND/OR EXPERIENCE:

Associate’s degree (A.A.) or equivalent from two-year college or technical school; or four (4) or more years related phone testing and/or telephony administration experience; and/or SharePoint administration experience or equivalent combination of education and/or experience.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

Coursework towards telephony administration or SharePoint administration

KNOWLEDGE, SKILLS AND ABILITIES:

• Solid systems aptitude.
• Knowledgeable in Telephony systems and administration including Genesys
• Strong organizational and planning skills.
• Strong customer service orientation.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
• Proficient in the use of Microsoft Office Suite.
• Mathematical skills and strong attention to detail.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Knowledgeable in SharePoint administration.
• Ability to read, analyze, and interpret general business periodicals, professional journals and technical/operational procedures.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to work cooperatively and successfully with employees, customers, vendors and other outside third parties.
• Effective verbal and written communication skills.
• Strong analytical skills.
• Ability to work with various stakeholders, gathering information and completing site maintenance.
• Ability to effectively present information and respond to questions.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.