Job description
United States - Connecticut, United States - New Jersey, United States - Tennessee
Information Technology (IT)
Group Functions
Job Reference #
262497BR
City
Nashville, Stamford, Weehawken
Job Type
Full Time
Your role
Are you a technically skilled when it comes to technology like Voice/IPT Telephony? Do you have a track record of influencing IT stakeholders and business partners? Do you have proven ability to solve systemic, architectural, and operational issues?
We are looking for a Genesys L2+/L3 Support Engineer to join us:
We are looking for a Genesys L2+/L3 Support Engineer to join us:
- provide expert level help to maintain the Genesys based voice technology as part of a Call Centre infrastructure. The infrastructure consists of GVP, Verba Call Recording, Workforce management, and Reporting systems
- responsible for third level troubleshooting, debugging of issues reported by our internal/external customers and providing timely resolution
- ensure workflows, processes, tooling and applications are of the highest quality standard
- contribute expertise to the management of existing and new IT products and services
- maintain a knowledge database
Your Career Comeback
We are open to applications from career returners. Find out more about our program on ubs.com/careercomeback.
Your team
You’ll be working for the Voice NOC team in Nashville. We provide L2+/L3 operational support for Genesys infrastructure in the Americas. This benefits our internal users & associates. As an employee, you’ll play an important role in supporting our associates on Genesys product suite.
Diversity helps us grow, together. That’s why we are committed to fostering and advancing diversity, equity, and inclusion. It strengthens our business and brings value to our clients.
Your expertise
- ideally 7+ years of strong experience in Genesys L3 support, contact center solution related engineering work experience
- expert level knowledge in SIP Protocols, Genesys Framework and Architecture, Pure engage 8.x platform
- composer development experience in routing strategies and IVR
- strong L3 troubleshooting experience of complex issues
- inbound, Outbound, multi-channel experience
- experience with pulse reporting, GMS, GIA, Callback, Routing, Real-time Reporting, Business attributes, agent desktop, Media control platform, Verba Call Recording Voice gateways, SIP, URS, Historical Reporting, Resource Manager, Genesys WFM, Stat Server, T-Server, SIP Server, Chabot Gateway
- incident management experience, identify the root cause of incidents and problems and ensure the efficient and comprehensive resolution of incidents and requests
- Genesys Certified Professional/Genesys Certified Support (GCP/GCS) is a plus
About us
UBS is the world’s largest and only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors.
With more than 70,000 employees, we have a presence in all major financial centers in more than 50 countries. Do you want to be one of us?
With more than 70,000 employees, we have a presence in all major financial centers in more than 50 countries. Do you want to be one of us?
Join us
At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.
From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we’re more than ourselves. Ready to be part of #teamUBS and make an impact?
From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we’re more than ourselves. Ready to be part of #teamUBS and make an impact?
Disclaimer / Policy Statements
UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.
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