Main Responsibilities
* Call Flow Design in interaction (ACD, CTI, IVR) for CISCO and GENESYS CLoud
* Responsible for troubleshooting in the area of IT/ACD
* Coordination of the setup of IT-/ACD-workstations (Genesys / Cisco 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
* Management and maintenance of communications systems in the call center environment of the region
* Extended fault processing of IT and ACD networks via monitoring systems and UHD, ensuring availability of systems
* Configuration and administration of new business lines / services
* 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 the 1st level unified communication / ACD support in the BPO/call center market
* Certification ITIL V3 Foundation
Professional Skills
* Cisco Certification / Engineer Training; Genesys (Pure Cloud) Certification / Engineer Training or similar education / experiences
* 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:
* 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.
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Result of Service The Communication specialist at UNIC Cairo will contribute to enhancing the visibility and impact of UNIC Cairo's activities and UN priorities through engaging human-interest stories, creative content for social media, website updates, visual content creation, video messages, and …