Randstad Contact Center System Administrator in Duluth, Georgia

Contact Center System Administrator

job details:

  • location:Duluth, GA

  • salary:$25.67 - $28.88 per hour

  • date posted:Monday, February 11, 2019

  • job type:Temp to Perm

  • industry:Professional, Scientific, and Technical Services

  • reference:670220

job description

Contact Center System Administrator

job summary:

Randstad Technologies is currently seeking a talented Contact Center System Administrator to join a well-known client of ours within a location in the Duluth, GA area.

The Contact Center System Administrator level 1 is responsible for the overall monitoring, configuration and maintenance and support of the 200+ Contact Center and Medical Office staff providing systems availability, capacity planning and management of applications.

Duties include support of all applications to include system performance, configuration, and software. Primary for Genesys contact center based applications, secondary for additional applications (IVR, NICE, Aspect, VHT, VAD, etc). Will serve as the backup for the Contact System Administrator.

Must be legally authorized to work in the U.S. without sponsorship.

location: Duluth, Georgia

job type: Contract

salary: $25.67 - 28.88 per hour

work hours: 8am to 5pm

education: Bachelors

responsibilities:

  • Genesys System Administration: Performs proactive enterprise and domain system monitoring to identify potential or actual system failures.

  • Performs operations and maintenance support to ensure system application and performance availability.

  • Proactively monitors systems responsiveness, communicates and reports issues.

  • Resolves requests & provide solutions for successful restoration of system problems.

  • Assist end users when needed.

  • Maintain documentation and workflows for IVR routing, telephony routing, and agent skilling, providing efficiency changes as identified.

  • Research, recommend, and assist with the implementation of contact center functionality and technology.

  • Maintain license inventory on all applications.

  • Ensures workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions.

  • Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation.

  • Solves challenges based on analysis of multiple factors. Independently identifies key issues, patterns or deviations from norm.

  • Analyzes and interprets research to evaluate and recommend solutions.

  • Assists UAT testing for any of the applications supported.

  • Also implements any changes needed to the applications.

qualifications:

Experience Level: BA or BS required plus minimum 3+ years of direct relevant experience.

skills:

  • Advises and recommends areas of program planning, business requirements management, budget execution and program coordination.

  • Prepares needs assessment.

  • Validates resource requirements and develops cost estimate models.

  • Conducts and coordinates financial, product, market, operational, and related research to support strategic and business planning within the various departments and programs of the client group. Interprets, evaluates, and interrelates research data, and develops integrated business analyses and projections for incorporation into strategic decision-making.

  • Plans and coordinates the development of primary and secondary market research studies in support of strategic planning and specific marketing initiatives, as required, and presents findings of studies to client committees.

  • Provides consultative, advisory, technical, and staff support, as appropriate.

  • Ability to use survey and market research methodologies, systems, and techniques.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.