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Information Technology

Genesys IVR and Contact Center Technology Administrator

Location: Corona, CA Job Number: 887732 Date posted: 09/29/2020

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As a Sr. System Administrator: Contact Center Application Technology (CCAT), you will participate in managing the following functions:

  • 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 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.

100% of this individual-s time will be dedicated to services related to the maintenance and performance of the enterprise service desk contact center telephony infrastructure. 

In addition to the responsibilities listed below, this position is responsible for supporting, correcting, and implementing routing/switching changes in the network, dial plans (e.g., ACD/IVR) in voice or wireless networks; and administering endpoints in network video. Some of the unique challenges this position will face include maintaining KP-specific network, wireless, and video systems, specifically CISCO routing and switching, CISCO/Nexus voice, Aruba, and DAS (med center systems).

Essential Responsibilities:
  • Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
  • Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
  • Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions.
  • Provides first and second level support for enterprise systems and systems in one or more additional IT domains by diagnosing, troubleshooting, and resolving complex incidents to minimize system issues.
  • Supports stability, availability, and performance of enterprise systems (e.g., systems, applications, network, databases, storage, security) by monitoring systems to identify problems, trends, and opportunities for improvement.
  • Assists technical and project team members to resolve system problems and application-specific issues.
  • Escalates identified issues, risks or problems to lead administrators according to processes.
  • Plans and performs complex system configuration.
  • Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
  • Defines and tests maintenance and refresh activities.
  • Participates in the installation, upgrade, or decommissioning of designated systems, products, and infrastructure.
  • Assists with application-oriented administration and technical support for production and non-production environments.
  • Supports vendor support activities, as appropriate.
  • Recommends and executes performance tuning and optimization activities.
  • Creates documentation of new and existing system configuration and procedural information, and reviews documentation of others.

  • Minimum Qualifications:

    • 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.


    Preferred Qualifications:

    • 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).

    Primary Location: California,Corona,Corona Data Center Admin Additional Locations: 6000 Meadows 6000 SW Meadows Rd., 6000 SW Meadows Rd., Lake Oswego,Oregon, 97035
    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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