Telephony & IT Analyst

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Telephony & IT Analyst

As a Telephony & IT Analyst, you will lead the execution of a telecommunication strategy in support of the Sedgwick mission and goals.

You will be an integral part of the telecom team responsible for crafting and delivering Genesys cloud solutions for our business. Your duties will include designing, building, and automating cost-effective, resilient, and secure Genesys cloud infrastructure, as well as migrations of existing telephony system onto Genesys Cloud.

You will develop strategies and roadmaps to implement initiatives that support business development, improve operational effectiveness, ensure information security, and support client needs. This position will build a collaborative relationship with leaders across the organization to effectively plan projects that yield the most company and strategic value.

PRIMARY PURPOSE OF THE ROLE: To design and implement Genesys Cloud solutions for the enterprise organisation. To maintain operations and build efficiencies in the technology of assigned spheres of influence. To research and resolve escalated issues from global IT colleagues.

ARE YOU AN IDEAL CANDIDATE? We are looking for enthusiastic candidates who thrive in a collaborative environment, who are driven to deliver results, are customer oriented and naturally empathetic.

PRINCIPAL ACCOUNTABILITIES :

As a Telephony & IT Analyst, you will report to the Head of Telephony International at Sedgwick and operate in a matrix structured organization. Your responsibilities will include but are not limited to:

• Execute telecom projects and roadmaps that drive alignment of business vision and processes to the appropriate technology solutions.
• Lead the implementation of Genesys Cloud initiatives and projects in the EMEA and APAC region.
• Support existing Genesys Cloud projects and production platforms.
• Interface with existing vendors and be a mediator during escalations.
• Engage with internal and external stakeholders to develop a deep understanding of business objectives and opportunities as well as the emerging technologies and trends that can enable or transform them.
• Act as the point of communication between customers, engineering, and development.
• Deal with any escalation or priority event from small to enterprise level.
• Providing know-how and expertise in chat bots and automation.

ESSENTIAL RESPONSIBLITIES MAY INCLUDE

• This position is on the telephony technologies team. It requires knowledge of IP phone systems and call center technologies.
• Administering of Genesys Cloud and integrations.
• Providing end-user support on Genesys Cloud.
• Initiates and drives lifecycle management and capacity planning for infrastructure across the entire organization.
• Provides 3rd tier on-site and/or remote technical support as necessary.
• Seeks out and remediates security vulnerabilities.
• Excellent customer service and communication skills.
• Supports the organization's quality and compliance program(s).
• Knowledge of networking (OSI network layers, TCP/IP) and network troubleshooting.
• Excellent oral and written communication skills, including presentation skills.
• Working knowledge in Microsoft Windows and Microsoft Office products.
• Analytical and interpretive skills.
• Strong organizational skills.
• Excellent interpersonal skills.
• Ability to create and complete comprehensive, accurate and constructive written reports.
• Ability to work in a team environment.
• Ability to meet or exceed performance competencies.

YOUR PROFILE :

• Bachelor’s degree (computer science, telecommunication, engineering, business, or related field) or equivalent by experience.
• Proven record in strategy and planning (infrastructure, applications, security, data architecture, etc.).
• Five (5) years of related experience or equivalent combination of education and experience required to include two (2) years of experience supporting telephony technologies.
• Strong ability to; a) Build proposals, business cases, program charters, roadmaps, business requirements documentation and communications plans. b) Build a product knowledge base in a Sedgwick owned documentation library.
• Intermediate to advanced expertise in the following:
  • Genesys Cloud:
    • Genesys Certified Professional certification or in-depth knowledge is required.
    • AI experience know-how is a must.
    • An excellent understanding of predictive routing/engagement, voice and chat bots, copilot and conversational intelligence.
• Basic expertise or an understanding in the following:
  • Microsoft Azure Automation runbooks
  • Google Dialogflow
  • Amazon Lex
  • Nuance Mix
  • ServiceNow
  • Snowflake
• Exceptional capability of being customer facing and ability to de-escalate heated conversations.
• Use independent judgment to research, resolve, and respond to any question received via telephone, email, or incidents management in a timely manner.
• Perform System Analysis to identify and develop solutions for customer problems, including hardware, software, or system functionality.
• Develop and deploy test systems or run proof-of-concepts.
• Excellent networker with the ability to work independently and build relationships at all levels / across all functions within a fast-paced environment.
• A strategic and analytical mindset and approach, combined with strong communication, influencing and change management skills.
• Fluent command of the English language is a must, other languages are a plus.
• Willingness and ability to travel to the different countries and sites (possession of a driver’s license is a must for travelling to customer sites).
• Guide and coach others on all the above.
• Can create company-wide training programs and provide colleague education.
• Must have a passion for customer satisfaction and can deliver on customer’s technical needs and expectations.
• Must be a good communicator and an outstanding team player.
• Must be able to multi-task and work successfully on simultaneous incidents/tasks/projects.
• Must be able to work under pressure on occasions when customers/partners require immediate emergency issue resolution and show willingness to work outside of business hours.

What will you get for this role?

• Competitive salary depending on skills, experience, and qualifications.
• Opportunity to work flexibly, whether from office and/or home, depending on project needs and time-zone requirement.
• You will be offered a work-from-home contract.
• Company provided mobile phone, SIM card, laptop.
• Corporate expense account in case of travel.
• Healthcare scheme.
• A self-invested personal pension scheme.
• Holiday allowance of 20 days plus bank holidays.
• Official 40-hour work week with paid overtime or time in lieu.
• Discounts on various products and services.
• Employee assistance programme for employee wellbeing.
• Life cover.
• Group Income Protection.

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.