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Genesys Consultant - JAKARTA

Keywords / Skills : Genesys, SIP, SIP VOIP, Call Center, Recording Engineer, TCP/IP, Routing, QOS, VPN, Oracle, SQL

Country
Indonesia
3 - 13 years
Posted: 2017-09-05

Nationality
Indonesia
Industry
Banking/ Financial Services
Function
IT
Role
Network Administrator
Database Architect
Education
Bachelors/ Degree, Masters/ Post Graduate
Posted On
5th Sep 2017
Job Description
Responsibility:
  • Designs, administers and optimizes company Genesys infrastructure to achieve high performance, reliability, availability and security. 
  • Performs technical evaluations, analysis, and troubleshooting for Genesys infrastructure – data and voice networks, call center and contact center solution, recording systems, E1 and SIP trunks 
  • Performs daily system and key processes monitoring, reviewing logs, and verifying completion of scheduled jobs. 
  • Ensures Genesys infrastructure is capable to provide required services, provides capacity analysis as an input for proper planning. 
  • Reports any deviation/problem/outage to superior and other units, provides regular reporting. 
  • Ensures the compliance with license and other agreements. 
  • Defines local standards, ensures the global standards are met. 
  • Minimizes activities with a negative impact on operation; maintenance windows are always discussed with the affected departments. 
  • Involved projects of implementation of the new systems, upgrades, maintenance fixes and patches in order to ensure efficient operations. 
  • Maintains operation documentation of architecture and settings. 
  • Prepares written materials (e.g. procedures, reports, guidelines, etc.) for the purpose of documenting activities and providing guidelines and help for the users. 
  • Responds to inquiries from various sources (e.g. staff, administrators, vendors and service providers, etc.) to provide technical assistance and support. 
  • Solves user request and complaints, is part of Helpdesk processes, provides on-call support. 
  • Cooperates with Group Architects, Group Security, Group Network department and other IT teams located in Czech Republic and other countries. 
  • Cooperates on business continuity and disaster recovery planning. 
  • Perform Improvement technology for business users related with Genesys and Recording technology 
  • Ensure that vendors provide their service under appropriate guaranteed Service Level 
  • Tracks and monitors application issues that related with Genesys system, analyses incorrect system behavior, provides solution locally or reports it to providers 
  • Provide and aware of Genesys infrastructure capacity planning 


Requirement:
  • Very good level of English, able to communicate on daily basis with foreigners. 
  • At least two years’ experience in networking (TCP/IP, routing, QoS, VPN, rules) and voice communication (Genesys and call center operation support). 
  • Advance knowledge of Genesys call center (Inbound, Outbond, Routing, Reporting Infomart, Zoom Recording, Genesys Email Management) 
  • Having Genesys certificate more prefereable 
  • Advance knowledge of Oracle SQL queries 
  • Knowledge of principles of IT systems, systems architecture, high level of PC skills. 
  • High initiative, reliable and independent person, high attention to detail. 


About Company

Home Credit is a multinational company leader in consumer finance and has a strong market share throughout Europe and Asia. 
With newly established but fast-growing operations in Indonesia. We are looking for pro active, energetic and dynamic professionals to join with our high pace organization. At this moment we have 7000 employees and will be continuously growing.
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