Groveport, OH

Job Description:

Responsible for support and maintenance of Genesys Contact Routing system (VM) infrastructure. Design/build and enhance new and existing .Net support applications to improve overall end-user (agent) desktop efficiencies as well as for system monitoring/support. Provide management adhoc data/report requests as need using various database technologies (SQL Server, Oracle). Provide lead technical support to customer solution center operations, and assist in the communication of call center technical issues to internal and external customers.

ESSENTIAL JOB FUNCTIONS are listed below:

Coordinate the installation of new hardware and software within the Customer Operations Center environment, minimizing service interruptions.

Provide secondary support for existing workstations and related peripherals located within the call center.

Assist customer operations center management by accessing and/or providing information needed to enhance existing operations.

Assist customer operations center personnel in analysis of customer complaint issues referred to call centers.
Hands on technology experience designing and developing software applications with Microsoft .NET Framework 3.5/4.x using VB.Net, ASP.NET and ADO.Net. Extensive experience with Web technologies like ASP.NET, Web Services, IIS, HTML, ASP, XML, SOAP, XSLT, VBScript, JavaScript.
Proficiency in building windows/web applications using Visual Studio 2016 and above.
Hands on experience using SQL Server 2012, 2016, Oracle 12 and above, MS Access. Proficient in developing custom SQL for reports/research requests.
Design/implement and support virtual server solutions with ESXI - VSphere/VMWare 5.5 and above (optional). Experience with Windows Update Server (WSUS) for patching (optional)
Experience supporting Windows 10/11 end-user desktops
Experience supporting/maintaining Genesys Contact Center VOIP solution – SIP call routing, reporting (Microstrategy) (optional)
Experience with carrier (AT&T/Verizon) Toll-free advanced routing (optional)

Requirements

Bachelor degree in business, computer science, or related field, or the equivalent education and/or experience. Minimum of 2 years' experience in Customer Services, Call Centers, Information Technology, or equivalent. A basic understanding of relational database mechanics and Microsoft Office Suite is desired. Must have the experience necessary to efficiently troubleshoot PC/server related problems. Should possess the analytical ability needed to evaluate the results of complex mathematical computations and assess performance measurement associated with the call centers.