Description
About Voxai
At Voxai, our Managed Services team partners with large enterprise organizations and government entities to deliver comprehensive managed services for cutting edge Contact Center solutions. As an Analyst, you will play a critical role by directly engaging with customers to support and evolve their customer experience (CX) strategies.
In this role, you’ll leverage industry-leading application data analytics, select cloud platforms, and AI-powered insights to help deliver customer experiences that set the standard across the industry. Voxai is a trusted Genesys and AWS Connect partner, offering a full spectrum of services that include AI cloud application solutions, web service integrations, and database integrations.
Join Voxai and contribute to the success of a fast-growing organization while building a long-term professional home. You’ll benefit from hands-on training, meaningful customer engagement, and opportunities to apply and expand your skills across a broad range of IT disciplines.
About You!
As the right candidate for this Entry Level position; should be innovative and eager to absorb new concepts and technologies. Motivated to accept additional responsibilities while developing your technical skills.
Job Description
Provide monitoring and support of customer applications and cloud environments on a 24 x 7 x 365 basis. Participate in applying AI solutions, automating existing processes, delivering net new enhancements for Customer specific needs/requests, and overseeing management and performance of our Customers' Applications. All assignments are in support and focused on delivering high system availability, reliability and real time data/health monitoring. Facilitate and manage scheduled changes or events and facilitate Customer communication. Interface directly with Customers; to include performing basic health validations of systems, coordinating communications between technical teams, following defined processes for problem classification, triaging and management of the appropriate internal and external parties for the sake of remediation, when required.
Requirements
Requirements
General networking concepts
Windows Server fundamentals
General application troubleshooting
Strong Verbal communication skills with Excellent writing skills
Security background check and Drug test required
Ability to work variable shifts
Interest and aptitude in growing technically
Highly motivated
Not Required – Bonus Points
Cloud or contact center concepts
Networking / Voice - LDAP, AD, SSL Certificates, TCP/IP, DHCP, VLAN, SIP, UDP, QoS, VoIP, VLAN
Contact center concepts or technology
Associate’s degree and/or Technical Certifications
Genesys Cloud CX fundamentals
AWS Connect fundamentals
KPI frameworks & CX improvement methodologies
Data storytelling and visualization (Excel/Power BI)
AI-assisted analytics for speech, routing, and forecasting
Consulting communication and client-facing delivery
What you will Learn:
Genesys Cloud CX fundamentals
Analytics concepts
AI concepts
Speech recognition concepts
Bot integration concepts
Client communication and client-facing delivery
Customer satisfaction concepts
Change and validation processes
Contact center and support engagement concepts
Job Types: Full-time, Contract
Pay: $20.00 - $24.00 per hour
Expected hours: 40 per week
Work Location: In person
Schedule:
Evening shift
Night shift
Weekends when scheduled