Unified Communication – UCOPS BUILD Manager – Team Lead
Majorel
Madrid, ES
hace 22 horas

About Majorel

At Majorel we design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands.

We create amazing customer experiences that people value and we are proud of. By combining talent, data and technology we deliver real impact for our partners.

We serve customers across the world through our 63,000+ employees based in 31 countries in Europe, the Middle East, Africa, Americas and Asia in 60 languages.

We support customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.

Majorel employees are differentiated by a particular kind of drive we are always driven to go further to do the best we can every single day.

We are relentless, resourceful, resilient, agile, energetic and focused and if you are too, we’ll provide you with an environment that will let you thrive.

Job summary

The Unified Communications Operations Build Manager is responsible for delivering timely and effective Genesys BUILD configurations to ensure optimal UC performances and superior customer satisfaction.

Effectively delivers UC configurations for customer (hardware / software / development).

Main responsibilities

  • Call Flow Design in interaction (ACD, CTI, IVR) for GENESYS Pure Cloud
  • Carrier Service Number Management
  • Responsible for troubleshooting in the area of IT / ACD
  • Coordination of the setup of IT- / ACD-workstations (Genesys / Avaya soft clients, hard phones,..)
  • Planning and coordination of workplace relocations / business lines
  • Documentation (e.g. customer / system specific installations)
  • Responsible for ensuring the operational readiness of the IT and ACD networks via monitoring systems and UHDs
  • Software distribution / security management (patches, etc.)
  • Carrier Service Numbers Management
  • System management and backup
  • Maintain customer and internal communication
  • Ensure quality compliance
  • Circulate and distribute information to the regional contacts / customer and Global management
  • Ensure the operability of the UC systems helps to support the organisation’s wider goals
  • Management and maintenance of communications systems in the call center environment of the region
  • Management and maintenance the license need of UC systems on the Majorel regional and global level with the global license manager
  • Extended fault processing (equivalent to 2nd level support of manufacturers) of IT and ACD networks via monitoring systems and UHD, ensuring availability of systems
  • Project planning, installation and administration of new services
  • Contact persons of our customers for technical questions
  • Comply with the ratios / objectives established in the service (KPI, SLA, SolveIT)
  • Additional task can be assigned at any time.

    Competencies and professional background

    Educational Background :

  • Bachelor's Degree in Business IT / Computer Studies or Engineering & Management or similar education
  • Several years experience in Unified communication support / ACD support in the BPO / call center market
  • Certification ITIL V3 Foundation
  • Professional Skills

  • Genesys Cloud Certificate Profession (GCP-GC / GCP-GD) or Specialist (GCP-GCS) Pure Cloud Certification / Engineer Training or similar education / experiences with UCaaS systems
  • Optional qualifications : Avaya Certification / Engineer Training; or other ACD / UC systems
  • Advanced IT-knowledge
  • Social competence and pronounced communication skills
  • Independent working style and high commitment
  • Comprehensive IT knowledge (PC networks, databases, programming languages, ACD etc.)
  • Soft Skills :

  • Organization Change Management : Provides leadership to plan, manage and implement UC infrastructure and teams.
  • Communication : Actively communicates with different stakeholders and adopts a consultative style to clearly respond to questions and engage the audience.
  • Critical Thinking : Leverages multiple sources and concept to ensure understanding of underlaying patterns and problems.
  • Problem Solving : Acts in an entrepreneurial way to solve problems and turns obstacles into opportunities.
  • Independent working style and high commitment
  • High resilience, time flexibility and willingness to travel
  • Structured, process-oriented working method and strong organizational and analytical skills
  • Good written and spoken English
  • Location :

    Majorel worldwide, desirable Germany

    Do you want to know more about working at Majorel?

    Please visit our website : www.majorel.com

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