Extelligence is an intelligent partner that goes the extra mile. We provide customized information management solutions for major industries. Our team in Prague and Bucharest is working with international companies, transforming, and adding value to their business on a daily basis. We are growing quickly, and we are interested to bring more talented individuals into our team.

Daily Activities:

• Resolving incident cases.
• Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
• Incident tracking to ensure continuity across shifts.
• Vendor management with PSTN Service provide, OEM for resolution of tickets.
• Coordination of communication bridges during major outages
• Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
• Adhering to defined SLAs
• Handling tickets / requests
• Troubleshooting technical issues
• Ensuring that defined processes are adhered to
• Report regularly concerning key counters and measures of the voice network through health checks

Soft Skills requirements:

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have good customer handling skills
• Certifications
• GCA(Mandatory)
• GCP(Core),FWK 8-FND, FRR85-ADM

Skills Required:

• experience in Genesys PureConnect Development / Implementation
• Experience in Genesys PureConnect Interactive Intelligence components
• Hands-on experience in implementing end-to-end Genesys Software
• Experience in integration with CUCM with Genesys pure connect cloud environment
• Experience using Interaction Administrator for MAC activity
• Experience providing support to 2nd level trouble ticket
• Experience in Genesys PureConnect Infrastructure (including PureConnect IC, Media Server, Reporting, WFM, Dialer, PureConnect ISR/TTS, Interaction Feedback, Interaction Analyzer).
• Experience in leveraging Genesys PureConnect solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
• Experience in Genesys upgrade activities
• Technical exposure to Genesys PureConnect contact center and overall customer service area.
• Extensive leading-edge expertise in implementing multichannel (IVR, Callback, Web, Email, Chat, SMS, Social Media etc.) contact center applications using Genesys PureConnect tools including Interaction Designer/Interaction Attendant.

Maximum Salary for FTE: 25k PLN/month gross

Working with Extelligence:

• We take care of the important things that matter to contractors, for example, we guarantee on-time payment for your work. You will never have to chase us for payment.
• We always seek to have long term relationships with our team and we always seek to offer opportunities to extend cooperation beyond the first contract or project.
• Extelligence is a multicultural team, we have more than 15 different nationalities working with us.
• We also organize events to bring our team together including team building activities and social events.