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Centre Application Analyst

Job Title: Centre Application Analyst
Contract Type: Permanent
Location: Cork
REF: 96239
Job Published: about 2 months ago

Job Description

Contact: Jenny Dore
Telephone: 086 0449371

Centre Application Analyst
Our client, a medical device company in Cork is currently looking to recruit a Centre Application Analyst for their site.
  • Act as the primary point of contact for business to Genesys Support and Professional Services.
  • Act as the first point of escalation for issues, requests and outages.
  • Assist Genesys support in troubleshooting issues.
  • Assist business with communication to Genesys support. Help business understand terminology, scope of their request, etc.
  • Set expectations for the business based on information from Genesys and technical expertise.
  • Gather business requirement for requests that require a Statement of Work (SOW) from Genesys.
  • Help with requirements gathering & documentation
  • Review the Genesys SOW to insure Genesys understands requirements.
  • Monitor progress and assist with communication to Genesys.
  • Administration of PureConnect Cloud (formerly CIC CaaS).
  • Identify & manage Call routing changes (small to medium).
  • Crate and make changes to surveys.
  • Call recorder and Supervisor knowledge.
  • Be able to make changes in the line container, line groups container and dial plan
  • Moves, Adds, Changes (MAC).
  • Add new users.
  • Reset passwords.
  • Manage line groups and dial plans.
  • All other administrative functions that are customer responsibility.
  • Monitoring of reports and services to ensure the efficient and appropriate use of services.
  • Develop new or adhoc reports.
  • Create and manage tickets to the Genesys support.
  • Monitor tickets to insure problems and requests to the vendor are being resolved in the appropriate period.
  • Work with the business and Support to ensure that all problems and requests are communicated accurately and the vendor had all necessary information.
  • Provide user training as necessary.
  • Document relevant processes and call flows to ensure consistency and clarity

Basic Qualifications
  • Bachelor's degree in relevant discipline
  • 2-3 years' experience in similar role
  • PureConnect (or CIC) certified (2016 R4 or above).
  • Proficient in Attendant, Administrator, ICBM
  • Ability to influence and lead change effectively
  • Ability to engage with people of all levels and build enduring relationships based on trust
  • Ability to proactively & effectively analyse & resolve problems, with attention to detail
  • Ability to work in local/regional/global team environment effectively with internal business partners of all levels & disciplines

For further information on this Centre Application Analyst role in Cork please contact Jenny Dore on 086 0449371 /

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