Job Description

SYSTEM ENGINEER – GENESYS

CORE RESPONSIBILITIES:

Core responsibilities include planning, developing, implementing, supporting, and documenting ALLDATA’s converged contact center and telecommunication system solutions and architectures for the firm’s various corporate sites around the globe utilizing the Cisco Call Manager and Genesys Contact Center platforms. Specific responsibilities include:

· Hands-on application and system configurations including move, add and change work, preventive maintenance, and performance optimization of contact center-related hardware and systems.

· System troubleshooting and root cause analysis.

· Designing, engineering, and consulting with business stakeholders and vendors on requirements and supporting solutions.

· Developing and implementing telecommunication system disaster recovery strategies.

· Executing projects and hands-on support of Cisco Call Manager and Genesys contact center platforms.

· Creating and maintaining current Excel and Visio documentation of voice and data equipment, layout architecture/drawings, call flows and GUI layouts.

· Providing end-user training and support on Genesys call center platforms.

· Coordinating with company network, server and security infrastructure staff to properly implement administer and support telecommunication systems.

· Creating and maintaining the contact center platform visions necessary to support the company’s continuously evolving business needs to include strategic direction, hardware and software standards, and supporting processes.

· Project management and technical oversight of all telecommunication-related and contact center facing initiatives.

POSITION REQUIREMENTS/CRITICAL TECHNICAL REQUIREMENTS:

· Minimum of 3 years of experience with Genesys-based contact center systems.

· CCNA Voice certification

· Strong understanding of SIP, supporting integration with telecommunications providers, and Cisco routing/switching experience is required.

· Experience with Cisco UCS servers running virtual voice applications (such as Call Manager and Unity Connection) is required.

· VMWare experience is also desired.

· Demonstrated design, implementation and support expertise with one or more of the following Genesys platforms is required:

o Genesys contact center package (IVR, InfoMart, Interactive Insights)

o Genesys Work Force Optimization (WFO).

· Proficient with SIP Trunking, and Conferencing.

· Possess strong design and documentation skills utilizing Excel and Visio of voice and data equipment, layout architecture/drawings, call flows and GUI layouts.

PREFERRED EXPERIENCE:

· Experience with AT&T BVOIP and redundancy mechanisms such as BGPR and TCR are strongly desired.

· Genesys integration with Microsoft Dynamics

· Telecom-related qualifications and certification, especially Genesys and Cisco are preferred.

· CCNP Voice

· Experience with legacy platforms such as Nortel CS1000 / Option 81, Call Pilot, and Symposium is a plus.

ESSENTIAL BEHAVIORAL TRAITS:

· Requires strong technical knowledge, excellent oral and written communication, and a wide range telecommunication-related technical skills. Specific behavioral traits critical to this position include: A keen interest in maintaining technology innovation, the ability to collect and understand new information, plus organizational and business sensitivity are required to successfully design, deploy and maintain IT architectures.

· High attention to detail, a logical-minded and goal-driven approach, flexibility, determination, planning and control aptitude, teambuilding and leadership directly support achieving effective results.

EDUCATIONAL REQUIREMENTS:

· Bachelor’s degree in related area or equivalent combination of education and relevant experience required.

Company Description

ALLDATA – Taking Automotive Intelligence to the Next Level ALLDATA®, an AutoZone® company, is the automotive industry’s #1 choice for OEM-direct diagnostic and repair information, both mechanical and collision. Founded in 1986, the company has more than 130,000 subscribers in North America who rely on ALLDATA for cloud-based, OEM-accurate automotive service and repair data, shop management software, training, and customer relations tools. ALLDATA® is building a team that will develop a complete suite of mobile-enabled products and services for all of our products. Be part of a talented team working with the latest technology to create world-class software products. We are looking for individuals committed to maintaining our position as the leader in our market. ALLDATA® is an Equal Opportunity Employer.