Technical Analyst

Life on the team

We are seeking a highly skilled and experienced Senior Genesys Administrator to join our dynamic IT team. The ideal candidate will be responsible for the administration, configuration, and maintenance of our Genesys contact centre platform. This role requires a deep understanding of Genesys solutions, excellent problem-solving skills, and the ability to work collaboratively with cross-functional teams to ensure the optimal performance of our customer service operations.

What you will do

• Administration and Maintenance:
• Oversee the daily operations of the Genesys platform, including system configuration, monitoring, and troubleshooting.
• System Upgrades and Patching: Plan and execute system upgrades, patches, and enhancements to ensure the platform remains up-to-date and secure.
• Performance Optimization: Analyse system performance and implement improvements to enhance efficiency and reliability.
• User Support and Training: Provide technical support and training to end-users and other IT staff on Genesys functionalities and best practices.
• Integration Management: Manage integrations with other systems and applications, ensuring seamless data flow and interoperability.
• Incident Management: Respond to and resolve system incidents and outages, conducting root cause analysis and implementing preventive measures.
• Documentation: Maintain comprehensive documentation of system configurations, processes, and procedures.
• Compliance and Security: Ensure the Genesys platform complies with industry standards and security policies.
• Customer Onboarding: Support the onboarding of new customers, ensuring a smooth and efficient transition onto the Genesys platform.
• Innovation Improvements: Drive innovation by identifying and implementing improvements to the Genesys platform and related processes.

What you'll need

• Bachelor's degree in computer science, Information Technology, or a related field.
• Experience: Minimum of 5 years of experience in administering Genesys or other contact centre solutions.
• Technical Skills: Proficiency in Genesys Cloud, Cloud solutions; knowledge of SIP, VoIP, and telephony systems; experience with SQL and scripting languages.
• Certifications: Genesys Certified Professional (GCP) or equivalent certification preferred.
• Soft Skills: Strong analytical and problem-solving abilities; excellent communication and interpersonal skills; ability to work independently and as part of a team.
• Experience with cloud-based contact centre solutions.
• Familiarity with ITIL processes and best practices.
• Experience in a customer service or call centre environment.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world's greatest organisations, driving digital transformation, and enabling people and their businesses.

Learning and development

Our people are our strength which is why we offer leadership training, coaching, mentoring, professional development, and international opportunities. Whichever direction you choose to go in – whether it's a well-trodden path or a completely new part of the business – we'll support you. Our managers champion their people, powering their personal development and helping them to reach their full potential.

You belong

We passionately believe in the power of diversity and inclusion. We celebrate our differences because we know a diverse workforce with different experiences and perspectives helps us win together. And to do that, you need to feel comfortable to bring your whole self to work – and you can only do that when you feel supported, valued, and have a sense of belonging which is what we strive to achieve. Your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. All that matters to us is that you share our vision and our values, and that you bring the experience and skills we need. We are proud to be a Disability Confident Employer, we welcome applications from people with a disability – and guarantee to interview applicants who have a disability and meet the essential requirements for the job.