- Monitor all Contact Centre systems and applications for issues with capacity/performance
- Run system tests and document test plans for system and services issues
- Following escalation procedures to engage required key resources to critical events
- Assist with configuration, testing and validations of call flows and Contact Centre functionality
- Evaluate current Genesy Cloud architecture/call flows
- Perform analysis and diagnosis of Contact Centre call flow and routing problems and assure that issues are properly and quickly resolved
- Coordinate the implementation and maintenance of Contact Centre communications
- Perform agent configuration, moves, adds and changes
- Instruct and assist business users on how to utilize Genesys Cloud softphones, dashboards and reports
- Develop and maintain documentation for SOP, business continuity and disaster recovery
- Participate in Disaster Recovery exercises for Contact Centre communications systems
- Assist in advanced troubleshooting sessions alongside vendors and internal technical resources
- Assist with related security projects, tasks and audit compliance activities
- Scheduled on-call and incident response responsibilities
- Insure all scheduled daily tasks, run book activities are completed on time
- Point of escalation for Service Desk
- Other duties as assigned
- High School Diploma, Associate, Bachelor's degree or equivalent
- 2+ years of experience basic Windows platform Administration
- 2+ years of experience with Windows OS Installs and upgrades
- 2+ years of experience in data centre related work, racking /untracking, cabling
- Backup tapes handling is preferrable
- High level understanding of technologies involved with data centre like network switches, power supplies, fibre switches, console switches
- Previous NOC/Contact Centre/Genesys experience is advantageous
- Working with ticketing systems
- Experience with Agile / Scrum methodologies, Collaborating on JIRA and Confluence
- Experience with ServiceNow
- Ability to assume a technical lead role for escalated issues
- 100% paid premiums for our top-tier supplemental healthcare plan (includes medical, dental, vision) for employees and their qualified dependents
- 28 days annual leave with the ability to purchase up to 3 additional days per year, plus up to 11 paid holidays
- A supplemental retirement pension plan featuring a 4% contribution of base pay up to the social security ceiling and 12% for base pay over the ceiling, as well as a 50% match on personal contributions up to €600 annually
- Up to €219.60 in employer-paid monthly lunch vouchers
- Gym subsidy of up to €50 per month
- $10,000* fertility, hormonal health and family-forming benefit
- A collaborative working environment that practises ongoing training, educational support and employee appreciation events
Technology Operations Centre Engineer - Metz, United States - Fisher Investments
Description
The Opportunity:
As the Technology Operations Centre (TOC) Engineer with primary support of ECC/Genesys, you will be supporting integrations with our CRM, recording, reporting and transcription applications.
As part of the TOC Team you will provide Tier 1, Tier 2 IT support to various Technology teams. You will be responsible for monitoring the health of our ECC/Genesys environment and escalate as needed. You will provide support to end users as needed insuring delivery or exceptional customer service to our end users. You will be reporting to the Associate Vice President of Core Infrastructure Operations.
The Day-to-Day:
Your Qualifications:
Why Fisher Investments Luxembourg:
The global Fisher organisation distinguishes itself by putting clients first, providing unmatched service, and taking a personalised approach to investing. You can feel confident knowing that Fisher Investments and Fisher Investments Luxembourg align with our clients' priorities by using a simple and transparent fee structure and recognised European custodians.
It's the people that make the Fisher purpose possible, and to help our employees meet their long-term goals, we offer an array of benefits, including:
*Employees residing outside of the US will be eligible for the $10,000 equivalent in their local currency.
FISHER INVESTMENTS LUXEMBOURG IS AN EQUAL OPPORTUNITY EMPLOYER