Customer Support |

About usBT is part of BT Group, along with EE, Openreach, and Plusnet. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. We value diversity and celebrate difference. As Philip Jansen, our CEO, says 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.' We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen.But you won't be alone: we'll be there with help and support, learning and development.Required Knowledge Genesys Engage 8.5: Routing, Recording, Reporting, GVP and eServices.Desirable minimum of 2 years demonstrable experience in CC Customer Services supporting Genesys solutions.Additional Valuable Knowledge SIP/SDP protocol for call flow analysis.Oracle SBC or similar voice call routing elements.Advanced Excel.Recommended Administration of Windows and RHEL operating systems.Routing, Switching and Security knowledge concepts.T-SQL query language knowledge.Languages English on a fluent level.Spanish on a fluent level is a must.Required Skills Out of business hours planned works execution availability.On call work availability.Management of Ticketing tools (NGSD and ServiceNow).Group collaboration work.Incident analysis and diagnosis.Procedure writing.#J-18808-Ljbffr