Associate Telecommunications Engineer- Salt Lake City Office

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

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