Genesys Support Analyst

Information Technology Park Ridge, Illinois


Position at Clear Spring Health

Group1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Company Overview:

Clear Spring Health is part of Group One Thousand One (“Group1001”), a customer-centric insurance group whose mission is to make insurance more useful, intuitive and accessible so that everyone feels empowered to achieve financial security. Clear Spring Health is dedicated to helping seniors protect their health and well-being by providing Medicare Advantage plans in select counties of Colorado, Illinois, North Carolina, and Virginia, plus Georgia and South Carolina and offers Medicare Prescription Drug Plans in 42 states plus DC.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

Job Summary:

Reports directly to the Infrastructure/Service Desk Manager, as a Level 2-3 Genesys Support Analyst you will provide L2/L3 operational support for our Genesys Infrastructure. Be responsible for all aspects of the company telecom infrastructure. Work with call center leadership to build/configure new IVR recordings.
This is a full time 40 hour a week opportunity, with overtime available. The company offers a competitive benefits package, along with paid time off, tuition reimbursement and 401(k). A competitive salary is offered.

Main Accountabilities:

• Expert level help to maintain the Genesys based voice technology as part of a Call Centre infrastructure. The infrastructure consists of GVP, Verba Call Recording, Workforce management, and Reporting systems.
• Responsible for third level troubleshooting, debugging of issues reported by our internal/external customers and providing timely resolution.
• Ensure workflows, processes, tooling and applications are of the highest quality standard.
• Contribute expertise to the management of existing and new IT products and services.
• Maintain a knowledge database.
• Responsible for diagnosing and resolving IT technical issues
• Assist with developing and maintaining documentation
• Expertise in SIP Protocols, Genesys Framework and Architecture
• Take full ownership for managing the incident to resolution within the service level conditions.
• Incident management - Assist in analyzing, assigning, and further escalating support calls as needed.

Knowledge & Skills:

• Experience using Microsoft Office and Windows
• Knowledge in installing and configuring software
• Ability to work independently
• Ability and willingness to learn and take direction
• Immaculate attention to detail and excellent proofreading skills

• 5+ years of strong experience in Genesys L3 support.
• Strong knowledge of Genesys framework/Infrastructure
• Development experience in routing strategies and IVR.
• Well versed with Genesys Contact center technologies.
• Strong troubleshooting experience of complex issues.
• Strong experience Genesys contact center installation, upgrade and patching.
• Inbound, Outbound, multi-channel experience.
• Ensure resolution of incidents and requests - Identify the root cause of incidents and problems and ensure the efficient and comprehensive resolution of incidents and requests.
• Incident management - Assist in analyzing, assigning, and further escalating support calls as needed.
• identify failures and short-comings in the current processes and escalate with recommendations.
• Take full ownership for managing the incident to resolution within the service level conditions.
• Expertise in SIP Protocols, Genesys Framework and Architecture.
• Genesys Architecture, Genesys Composer, Call routing application development, Genesys Rules Engine (GRE), Genesys Orchestration (ORS), Genesys Voice Process (GVP).
• Should be aware of ITIL process.
• Should have good communication skill.
• Network Certification with Qualification is a plus.
• Genesys Certified Professional/Genesys Certified Support (GCP/GCS) is a plus