Contact Center Support Professional - Genesys

IntroductionAs an Application Developer, you will lead IBM into the future by translating system requirements into the design and development of customized systems in an agile environment. The success of IBM is in your hands as you transform vital business needs into code and drive innovation. Your work will power IBM and its clients globally, collaborating and integrating code into enterprise systems. You will have access to the latest education, tools and technology, and a limitless career path with the world's technology leader. Come to IBM and make a global impact!Your Role and ResponsibilitiesThe Context Centre Support Professional (CCSP) is integral to the delivery and continual improvement ensuring that IBM provided services are accessible and available to our clients and their end-users. The CCSP is essential to keeping our client's businesses running and has a direct impact on the quality of service our clients deliver to their clients. You can take pride in knowing that you are helping to ensure those end-users are able to access services and support because of the work you'll do and because of your direct efforts.If you're someone who seeks solutions, thrives in challenges, wants to grow in telecommunications-based technology interconnecting businesses and clients, and want to be essential to the success of your team and clients, then IBM welcomes your application.**Our team is looking for an enthusiastic and driven Call Center Support** **specialist****MUST HAVE GENESYS CONTACT CENTER SOLUTION SOFTWARE EXPERIENCE**Responsibilities include:+ Providing support in a Service Management environment including: handling of incidents, problem, and change tickets as per defined service levels;+ Communicating appropriately with the client to determine the nature and severity level of Service Incidents and/or Service Requests;+ Clarifying and analyzing client reported Service Incidents and/or Service Requests to obtain resolution or an acceptable work-around;+ Clearly and effectively communicating Service Incident resolutions with supporting evidence;+ Documenting the Service Incident and/or Service Request work-around and/or resolution;+ Providing technical support related to the maintenance and administration of the applications;+ Providing development support for minor enhancements and customizations.+ Collaborating with the client and other team-members to balance priorities and find solutions+ On-call shifts following a defined rotational scheduleRequired Technical and Professional Expertise+ Contact Center Technical Environment knowledge+ Ability to apply minor enhancements (changes in code, etc.)+ Ability to conduct investigations of problem tickets and root cause analysis of major incidents / outages+ Ability to execute upgrades+ Infrastructure / OS knowledge+ Familiarity with Unix and Windows Server environments+ Solid analytical skills, problem determination, and resolution recovery processes+ Strong written and verbal communication skills+ Strong interpersonal skills+ Eligible for Secret Level Clearance (10+ years in Canada)Preferred Technical and Professional Expertise+ 3+ years Genesys Application Suite Support+ Genesys Certified+ Experience with IVR call flows+ Experience in Java+ Valid Security Clearance Level of: SecretAbout Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.Your Life @ IBMWhat matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementThis role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Sudan, and Syria) on a work permit, you are not eligible for employment in this position.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.