Western Governors University is committed to expanding access to higher education through innovative online programs. The Associate Telecommunications Engineer will be responsible for implementing and troubleshooting telephony and cloud-based contact center solutions, ensuring efficient operations and support for end-users.
Responsibilities
- Creates, changes, and removes users, groups, and roles in Genesys Purecloud
- Deploys new contact center technology
- Troubleshoots and maintains corporate contact center related systems
- Escalates incident resolution
- Creates, changes, and removes Genesys Purecloud contact workflows and IVRs
- Performs call detail reporting, administration, and data analysis
- Proactively monitors platform uptime and issues
- Maintains responsibility for deployment of ACD, skills-based routing, and reporting for all contact centers at the University
- Assists with data integrations between Genesys Purecloud and CRM systems, as well as CTI integrations
- Participates in planning and design of contact center initiatives
- Assists management with vetting, selecting, and implementing new telephone solutions and additions
- Performs other job-related duties as assigned
Skills
- Associate's Degree
- 1 year of experience in contact center administration
- Experience with cloud-based telephony, CTI, SIP/VoIP phones and protocols, Qos, IVRs, and call recording
- Solid understanding of contact center/telecommunications concepts
- Ability to interface with internal departments, vendors, and customer organizations to see any technical issue through to completion
- Ability to act as a strong technical resource on customer facing projects
- Self-starter with a strong initiative, who can work autonomously under tight deadlines
- Ability to utilize strong problem-solving techniques to trouble-shoot and achieve efficient problem resolution
- Excellent verbal and written communication skills
- Strong customer focus
- Understanding of Qos standards and policies
- Excellent interpersonal skills and the ability to work within all levels of the organization
- Demonstrated project management skills
- Ability to work with a team, communicate, present, and facilitate
- Bachelor's Degree in Telecommunications, Networking, or a related field
- 3 years of experience in contact center administration
- Genesys Certified Associate certification
- Experience with Agile, Scrum, and/or ITIL methodologies
Benefits
- Bonuses
- Medical, dental, vision, telehealth and mental healthcare
- Health savings account and flexible spending account
- Basic and voluntary life insurance
- Disability coverage
- Accident, critical illness and hospital indemnity supplemental coverages
- Legal and identity theft coverage
- Retirement savings plan
- Wellbeing program
- Discounted WGU tuition
- Flexible paid time off for rest and relaxation with no need for accrual
- Flexible paid sick time with no need for accrual
- 11 paid holidays
- Other paid leaves, including up to 12 weeks of parental leave
Company Overview
Company H1B Sponsorship