Systems Engineer III

Job Description

Systems Engineer 3
Location: Washington DC
Duration: 6+ Months
Rate: Up to $36.50/hr BOE

Summary:
The experienced Sr. CCaaS Technician will take ownership of tickets and incidents requiring Tier 3 level expertise and when available, assist Tier 2 level (Mid and Junior level) technicians in troubleshooting and complex MACD (move, add, change, delete) tasks.

Basic Qualifications:

1. Provide a high-level of customer service through triaging incidents and escalating when necessary. Emphasis on Customer Advocacy.
2. Resolve issues for CCaaS Genesys Cloud CX incidents and requests in a timely manner, working collaboratively with primary service desk level 1 techs.
3. Respond to and resolve inbound CCaaS end user ServiceNow support tickets in a timely manner.
4. Able to prioritize dynamically when multiple incidents are in play, such as P1, P2 and/or P3 tickets/incidents.
5. Excellent US English communication skills and able to establish trust relationship with customers, ensuring regular/timely/understandable progress updates.
6. Work with system and application owners to remediate reoccurring issues.
7. 3+ years experience with ServiceNow, Jira and Confluence (or Rally) systems.

Required Qualifications:

1. Bachelors Degree and 8 Years of relevant UC and Contact Center work experience.
2. Prior Genesys Cloud CX and Genesys PureConnect Experience.
3. ServiceNow (3+ years experience) on Ticket and Incident Management.
4. Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Windows and Linux Desktops.
5. Strong knowledge on Cloud based solutions (Amazon AWS, Microsoft Azure).
6. 3-5 years experience with MS TEAMS.

US Citizen or Green Card/Perm Res required

Company Description:
Technical Services Company that services the Defense and Aerospace Industries