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• Post :- 26th May 2022

Department: Technical Support Operations Job Category: Customer Service Job Title: Senior Support Operations Specialist
Duties: Sr. Support Operations Specialist to assist the Global Customer Services Business Systems team with managing the daily operations of our Salesforce and Genesys Cloud Contact Center program. This role is a key operational position supporting Palo Alto Networks' Technical Assistance Center (TAC). The ideal candidate must have a minimum of 5 years of hands-on experience with CRM, and Contact Center/IVR/ACD technologies, Salesforce and Genesys Cloud a strong plus. Candidates must be a team player, willing to be involved in project implementations, daily operations, and optimization of technologies. Must have knowledge of Support business processes and be able to thrive in a fast paced, dynamic environment. Specifically, within the GCS Business Systems team, we encourage a collaborative, hands on approach in understanding and owning the systems and business we support.
Responsibilities

Manage user configurations and change requests in both Salesforce and Genesys Cloud.
Be a problem solver - Tackle issues that involve people, technology, and processes by using logic, common sense and data. Identify the root cause of a problem as opposed to focusing on the symptoms.
Support Contact Center Solutions Architects in the implementation of new features and interaction capabilities.
Perform analysis and diagnosis of Contact Center interaction flows and routing problems to assure that issues are properly and quickly resolved.
Provide monthly metrics and reports for monthly business operations reviews.
Coordinate the design, implementation and maintenance of Business Systems  communications.
Coach business units on successful use of Contact Center applications.
Perform routine diagnostics and document test plans for system and service issues.
Provide support for Incident Command and participate in an on-call rotation.
Manage documentation on all methods and processes to prevent technical issues or service outages.

Skills:
BS in a computer-related field, or equivalent CRM/Contact Center experience/certification
3+ years of hands-on experience with Salesforce Service Cloud.
3+ years of advanced knowledge of Contact Center platforms (Genesys Cloud a plus).
Experience with WFM applications a strong plus Understanding of telephony and network protocols – WebRTC, MPLS, RTP, RTCP, DNS, DHCP Hands on experience with voice applications – ACD, CTI, IVR, Messaging, Speech Recognition, Dialing, Voicemail, Recording and Monitoring