Cayuse Holdings
  • 24-Mar-2021 to Until Filled (HST)
  • Cayuse Commercial Services
  • USA
  • Hourly
  • Full Time

Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability and accelerated time to market.


SUMMARY:

The Genesys PureConnect Agent provides Management of PureConnect Contact Center according to service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to the client while maintaining effective communications. All duties and responsibilities will be performed in accordance with the Mission, Vision and Core Values of Cayuse.

  • Provides high-quality customer service to the client, responding to requests and issues accurately and promptly.
  • Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
  • Uses examples and analogies as appropriate to facilitate understanding.
  • Ability to document work clearly and accurately.

Problem Solving

  • Provides assistance and information to the client in a prompt manner.
  • Manages continuous improvement through ongoing collection of data and information regarding customer requirements.
  • Understand and responds to others' using active listening skills and tactful communication.
  • Incident, Problem & Service Request Management of contact center and related applications (managing Incidents/Problems, vendor escalations within
  • Service Level Agreement and ensuring that SLA is met, as expected)
  • Ability to resolve issues following the parameters and guidelines of the client.

Accountability

  • Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
  • Ensures customer satisfaction through follow up and special efforts.
  • Assist new employees with training through shadowing opportunities and explanation of work process as requested.

RESPONSIBILITIES:

  • Effective management of PureConnect Contact Center Infrastructure L2/L3 operations support
  • Incident, Problem & Service Request Management of contact center and related applications (managing Incidents/Problems, vendor escalations within
  • Service Level Agreement and ensuring that SLA is met, as expected)
  • Management of Pureconnect Contact Center Manager web, desktop,
  • Administration Center, Design Center and Call Director and features configurations like Common Management Portal (CMP), voice subscribers, hunt groups, pick up groups, Agent Portal web and client, Contact Media Service (CMS), Analytics, Mobility, Multi-channel, Skills-based routing, Inbound, Callback, Outbound, chat, Email handling, Presence and Collaboration
    Pureconnect Contact Center reporting administration- Real-time, cumulative, activity, and historical reports
  • Participate in business and system requirements sessions.
  • Prioritizing and escalating with Manager on duty (MOD) to ensure timely resolution of tickets
  • Working with Monitoring tools and identification of events / incidents /Tasks
  • Ticket handling, classification, prioritization, escalation
  • Change, upgrade and patch management of contact center applications
  • Perform activities like application health checks, Application restart, scheduled maintenance, post-implementation support, users/ agent management, backup, break fix, failures troubleshooting etc.) by following Standard Operating
  • Procedures / Knowledge Base articles.

QUALIFICATIONS:

  • Any degree / Professional degree holder with relevant product experience and technical skill sets.

DESIRED QUALIFICATIONS:

  • 5+ years of Genensys Pureconnect Experience.

As an equal opportunity employer, Cayuse Commercial Services is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact our Operations Department at (541) 278-8200 for assistance.

Cayuse Holdings
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