Main Purpose: Assist and Provide 1st and 2nd line Support with the Unified communication technologies which include but are not limited to Genesys Pure Connect Telephony System, IVR, Predictive Dialer, PBX, PRI, SIP, SIP Proxy, Video Conferencing. Role responsibilities
Support the Organization’s telephony System
Providing 1st level support for Telephony System – CIC/Pure Connect.
Monitors systems alerts, performance and utilization reporting.
Responsible to troubleshoot, identify and diagnose problems and factors affecting performance and if required vendor escalation, to achieve resolution.
License Management
Responsible for CIC/Pure Connect License allocations and reporting.
Security
Keep abreast of any security update requirements in Unified Communications environments.
Ensure that Service Provider attend to all security upgrades on Server and Client interfaces when and where needed.
Innovation
Understand Business needs and work close with Vendor to ...