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
