Genesys Application Specialist

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Decom Technology People bemiddelt in gekwalificeerde specialisten in Telecom, IT en Energy. Experts werken namens ons voor toonaangevende opdrachtgevers in Nederland en daar buiten.

Wij gaan voor het allerbeste. Dat begint met het koppelen van de juiste specialisten aan de juiste opdrachtgevers. Als we die perfecte match hebben gevonden, doen we er alles aan om onze specialisten uit te laten blinken. Dit doen we door hen voortdurend te inspireren en uit te dagen hun persoonlijke doelen en ambities waar te maken.

Als je via ons ergens aan de slag gaat, werk je voor de opdrachtgever, maar ben je ook onderdeel van Team Decom. Wij bieden een energieke omgeving, flexibiliteit en fantastische collega's. Zo bereiken we samen het hoogst haalbare.

Job Description
As a Genesys Application Specialist you're responsible for the Genesys application platform. This is a platform within the Compass business application architecture. You supervise the technical and operational performance. This to ensure the integrity of the Genesys application platform and as such the Compass business application architecture.
You like to implement changes in the Genesys application architecture. Those changes are caused by new functional and/or technical requirements. You also like solving disruptions with the highest regard.

What a Genesys Application Specialist does:

• You manage or take part in projects in the area of expertise, in order to guarantee that specific knowledge is used in an efficient way.
• You design, develop and document new or enhanced processes, instruments, products and systems. (Avaya and Genesys solutions).
• Support and maintain a highly effective and highly reliable telephony and application communication platform based on Genesys and Avaya in order to improve the effectiveness and efficiency of the CAC business processes.
• Reporting, analyzing and evaluating to define improvement opportunities.
• You implement and document new or enhanced processes, instruments, products and systems. (Avaya and Genesys solutions).

Job Requirements
What we look for in a Genesys Application Specialist:

• You have a Bachelor or Master degree, with at least 5 years of experience in complex and stretched Call Center environments.
• You have extensive and in-depth knowledge of the Genesys Interaction Management Platform (Genesys Call Center Solution), Genesys GCS8. (Main area of expertise: Inbound voice, Outbound voice, GVP, Gplus, Speechstorm, Infomart, iWD & WFM.)
• Knowledge of Avaya Unified Communications and Collaboration Platform (Avaya Telephony Platform) is a big plus.
• Analytic thinking and problem solving capacity.
• You must have a convincing personality and strong interpersonal skills to influence and engage colleagues for needed decisions in an effective and efficient manner.
• You have experience of documenting logically clear and understandable architectural guidelines, job-aids, policies, governance rules etc.
• Good English language skills which are required for communicating with stakeholders.
• Good German language skills are a big plus.

Salary and Benefits
Decom offers:

• Excellent salary.
• Good secondary benefits.