Job
Description
* Understand team and department service level agreements and follow team guidelines and procedures to manage open issues in an efficient manner to help ensure these service levels are achieved These service levels include such topics as issue resolution duration, call answer times, dropped call rates, first contact resolution rate and customer satisfaction ratings * Monitor system alerts, dashboards, and reporting tools to proactively identify issues and trends * Escalate complex issues to Level 3 support, vendors, or engineering teams as necessary, providing detailed documentation * Assist in user management: provisioning, de-provisioning, and role/profile updates * Work closely with telecom, IT, and business operations teams to ensure the CCaaS platform aligns with evolving business needs * Enter call data into Medline s tracking system with enough detail that other I/S Technicians can pick-up the issue and proceed toward resolution without the need for additional communication regarding criticality, symptoms, and actions taken to date * Support operational requests such as updating call flows, IVR prompts, agent skills, or routing rules under supervision Maintain knowledge base articles, user guides, and quick reference materials for end users * Participate in system testing and validation for platform updates, patches, and configuration changes Ensure compliance with internal security, privacy, and quality standards Work Experience & Skills: * 2+ years of experience supporting cloud-based contact center platforms (Genesys Cloud, Avaya, 8x8, etc ) with demonstrated working knowledge of basic to moderately complex software products and problem solving/troubleshooting skills * Understanding of contact center operations, terminology, and metrics (e g , ACD, IVR, call routing, queues, agent states) Basic knowledge of VoIP and networking fundamentals (VPNs, firewalls, QoS, etc ) * Strong troubleshooting skills and a customer-first mindset * Experience with ticketing systems (e g , ServiceNow, Jira, Zendesk) and CRM platforms (e g , Salesforce, Dynamics 365) * Ability to document, communicate, and escalate issues appropriately * Flexibility to work in a fast-paced, evolving environment, sometimes after hours for critical changes or incidents Good to have: Experience working in a CCaaS migration or deployment project environment Basic scripting or configuration experience with IVR workflows or APIs is a plus Genesys Cloud (GCX) Certification or equivalent CCaaS platform certification Educational Qualification Bachelor s degree in computer science or related
