What will you do?

• This role involves being a member of a team responsible for the overall support/administration/development of the Genesys PureConnect and PureCloud Customer Interaction and Voice/Text Analytics platform, a business-critical tool within the IT Infrastructure, ensuring its contribution to the overall efficiency and productivity of the Business Environment.

Qualification

• Matric/Grade 12/NQF 4
• Degree IT/Development related an advantage
• IP Telephony related Qualification an Advantage
• SQL related qualification an Advantage
• Genesys Qualification would be an Advantage

Minimum Experience

• Experience in an IT support/SysAdmin related role an advantage (2 years)
• Experience with Telephony/Business Workflow systems role an advantage
• Experience in Genesys PureConnect would be an advantage.
• Experience in Genesys PureCloud would be an advantage.
• Working knowledge of VOIP/SIP
• Working knowledge of Microsoft SQL Server/IIS Web Services/APIs
• Working knowledge of Windows operating systems (Windows 10, 11, Windows Server, SQL)
• Working knowledge of Network Infrastructure / TCP / IP Tools
• Working knowledge of Domain, Exchange, Active Directory
• Excellent knowledge of Microsoft Office 365

Deliverables include, but will not be limited to

• Support
• Daily System tests rotated between team members.
• User and Application Support, troubleshooting and resolution.
• Escalation and tracking of bugs/issues to internal teams and service providers.
• Monitoring of dialer activity, lead volumes and status on all platforms.
• Afterhours support rotated between team members.
• Maintenance
• Daily User/Workgroup/Profile administration on all platforms.
• System performance management.
• System Switchover and maintenance fortnightly, rotated between team.
• Configuring dialer campaigns.
• Maintaining dialer data tables.
• Support the immediate team and other MiWay support teams toward achieving system stability.
• Testing new application version releases and facilitating upgrades.

Competencies Required

• Accountable
• Analytical with extreme attention to detail
• Able to work under pressure
• Independent logical thinker
• Excellent problem solving capabilities
• Willingness to learn
• Able to work flexible hours
• Excellent Administrative skills
• Excellent attendance record and timekeeping
• Excellent communication skills
• Self-disciplined
• Self-motivated
• Standby Availability

Knowledge and Skills

• Problem Tracking Tools
• Computer Installation
• Compliance Monitoring
• Computer Operations Knowledge
• Information Reporting

Personal Attributes

• Interpersonal savvy - Contributing independently
• Decision quality - Contributing independently
• Action orientated - Contributing independently
• Optimises work processes - Contributing independently