Description:

• This is a remote position

o Periodically may have to report to Farmington Hills office or Okemos office- once every couple of months

o Standard 8:30 – 4:30 shift

The role will consist of supporting the Customer Support team as new employees are hired with setting each employee up in the system to be able to utilize the Genesys phone system. They will input all of the individuals credentials in the database, troubleshoot issues if for any reason their system is not operating as expected. They will run reports for the team as needed on the performance of the system.

• Design, test, analyze and maintain custom contact center reporting, tending of data and system capacity studies

• Recommends performance improvement opportunities based on analysis. Supports the business performance guarantee reporting for the call center

• Designs, tests, implements and provides daily technical support and maintenance for all call center applications, including but not limited to Genesys (previously Interactive Intelligence) multi-media call routing, IVR workforce management and reporting

• Troubleshoots system issues, coordinate with vendors when necessary, escalates and tests solutions

• Creates, plans, manages, and executes project plans relating to contact center applications

• Researches, recommends and deploys new call center technologies

• Plans, designs and tests the corporate disaster revocery/business continuity plans

Skills:

Genesys, workforce management software, contact center technology, design and analysis, Technical support, Troubleshooting, Project coordination, Support

Additional Skills & Qualifications:

Must haves:

Bachelors Degree in business administration or computer science, or related field

2 years of experience designing, programming, testing or administering computer systems /applications

Previous experience using the Geneysy call center solution platform

Position requires knowledge of telecommunication network and contact center systems/services

Advanced knowledge of word processing, spreadsheets and strong verbal and written communication skills

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.