Responsibilities
The experienced Service Desk Lead will understand the current business requirements among all agencies. Will work with the PM and Lead Architect on the CCaaS transition, oversee both existing IVR and future CCaaS service desks with shifts, filter the escalated issues before sending to engineers, and make sure all tickets and requests were handled within SLAs. This resource must have the specific advanced skill and experience on the Contract Center product.
Qualifications
Basic Qualifications
- Ability to effectively lead and motivate a team.
- Detail Oriented.
- Provide a high-level of customer service, with an emphasis on customer advocacy.
- Ability to communicate effectively (US English Fluent).
- Resolve incidents and requests in a timely manner using ServiceNow.
- Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved.
- Work with system and application owners to remediate reoccurring issues.
- Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.
- 3+ years' experience with ServiceNow, Jira and Confluence (or Rally) systems.
Required Qualifications
- Bachelor's Degree and 10 Years of relevant UC and Contact Center work experience.
- Prior Genesys Cloud CX and Genesys PureConnect Experience.
- ServiceNow (3+ years' experience) on Ticket and Incident Management.
- Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Windows and Linux Desktops.
- Strong knowledge on Cloud based solutions (Amazon AWS, Microsoft Azure).
- 3-5 years' experience with MS TEAMS.
- 5+ years' experience producing Monthly Operational Reviews and Quarterly Business Reviews.
- Operational knowledge across Service Level Objectives (SLO's) and Service Level Agreements (SLA's).
- 3-5+ years' experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.
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