Genesys IVR and Contact Center Technology AdministratorLocation: Corona, CA Job Number: 887732 Date posted: 09/29/2020
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Plans and administers installation and configuration of the call center application servers independently supporting the CESM organization. Has a holistic understanding of several technologies and the ability to produce / troubleshoot a solution across an entire architecture and a general understanding of integration architecture for Contact Center and telephony platforms and technologies such as Genesys IVR/ACD and Cisco Call Manager.
Provide in-depth knowledge in the development and modification of complex, critical contact center/telephony/network infrastructure.to lead team in the design, testing, debugging, monitoring and documentation of integrated contact center and telephony network systems.
Implements complex upgrade and development projects. Needs to be a competent scribe who can document complete -as-built- specifications and diagrams to support system performance, administration and maintenance. security and reliability. Leads during the planning phase of new initiatives. Implements large/multiple development projects. Functions as department SPOC for infrastructure projects, patches, updates and validations.
- Minimum two (2) years experience in network administration/engineering.
- Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years working in IT or operations. Additional equivalent work experience may be substituted for the degree requirement.
- Three (3) years system administration experience.
- One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
- Two (2) years experience working in a large matrixed organization.
- Three (3) years experience writing documentation or standard operating procedures related to system administration.
- CISCO certification(s) (e.g. CCNA, CCNP, CCIE)
- Network voice certification(s) (e.g., CCNA-voice, CCNP-voice).
Greenwood Plaza IT, 6560 Greenwood Plaza Blvd., Greenwood Village,Colorado, 80111 Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon - Fri Working Hours Start: 8:00 AM Working Hours End: 4:30 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee Job Level: Individual Contributor Job Category: Information Technology Specialty: Systems Administration Department: Client Support Technologies Travel: No Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
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