Genesys PureConnect Telecom Analyst II (mid-level) - 100% Remote in WFH-Texas at National General Insurance

Date Posted: 11/4/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    WFH-Texas
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/4/2021

Job Description

Position/Title: Genesys PureConnect Telecom Analyst II (mid-level) - 100% Remote

** NOTE: Ideal candidate will have previous experience in the Genesys PureConnect product suite.

Location: 100% Remote (anywhere in the US)

Primary Purpose:

Responsible for installation, operation, and maintenance of the telecommunications infrastructure for all locations.  This includes daily administration, capacity and performance management, and the operational stability.  Assist with telecommunications related projects to meet departmental and organizational goals.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Install, manage, program and control telecommunications systems for all locations on a corporate level
  • Serve as technical consultant to end-users and less experienced personnel
  • Participate in 7x24x365 support coverage on a rotational basis which includes monitoring, investigation, and remediation of errors and resolution of incidents
  • Participate in ongoing maintenance of all telecommunications systems
  • Work with vendors to ensure uninterrupted availability and ongoing stability of all voice services
  • Participate in the management and execution of assigned projects in the telecommunications environment;  larger projects may be assigned a specific project manager
  • Work closely with data communications group to ensure appropriate level of performance to prevent voice quality degradation and interruption
  • Work effectively under limited oversight, with business representatives to develop detailed requirements and project plans to support new initiatives

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
  • 4+ years of related work experience with Interactive Intelligence CIC platform
  • Strong knowledge of telecommunications systems including PBX and IVR functionality, video and voice conferencing, voicemail, and other telecommunications related activities
  • Strong analytical skills in order to design and provide cost-effective solutions to support business initiatives and project requirements
  • Strong communication and interpersonal skills that include the ability to provide clear explanations of problems and resolution conclusions with all levels of management
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Desired Skills:

  • Bachelor of Science in related field or equivalent education, training and work-related experience
  • Working knowledge of Interactive Intelligence Customer Interaction Center platform
  • Working knowledge of large call center environments (1,000 or more agents)
  • Experience in a regulated industry such as insurance or financial services
  • A high degree of initiative, mature judgment, and discretion 
  • Project Management Institute certification such as Project Management Professional (PMP)
  • Interactive Intelligence ICCS certification
     

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National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Job Requirements

About National General Holdings:

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.