What are the responsibilities and job description for the Analyst, Systems position at CenterPoint Energy?
Center Point Energy is looking for a Analyst, Systems to join our CNP Contact Center Support Team, located in Evansville, IN.
You will have the ability to: obtain an entry level position that will give the successful candidate the opportunity to learn, from the ground up, various components for a customer service call center and state of the art IP Contact Center environment. The primary emphasis of this job is the technical support of the Voice over IP (VoIP) call routings, Interactive Voice Response Systems (IVR), Computer Telephony Integration (CTI), Call and Screen Recordings, Reports, SIP Trunking and various Call Center applications.
We want you to know
CenterPoint Energy and its predecessor companies have been in business for more than 150 years. Our vision to lead the nation in delivering energy, service and value drives our strategy and performance. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.
Diversity and Inclusion
CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.
At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.
What we bring to you
- Competitive pay
- Paid training
- Benefits eligibility begins on your first day
- Flexible work schedule, paid holidays and paid time off
- Professional growth and development programs including tuition reimbursement
- 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution with immediate 100% vesting.
To be successful in this role you will:
- Configure, develop and trouble shoot software applications for Genesys Call Center, Nuance Interactive Voice Response Units (IVR), Genesys CTI applications, Call Routing, Call and Screen Recording, SIP Trunking, Reports and various contact center applications.
- Provide Engineering and Maintenance support to troubleshoot and repair any software problems associated with the above systems. Some after hour support for the contact center is required.
- Interact daily with the call center staff providing technical support for all contact center applications.
- Once a month, the candidate will be the on-call resource for 7 days for after hour technical support.
- Perform routing translations and software support on SIP Trunking, IP PBX and other features of the Genesys IP call center and Cisco IP-Telephony switches.
- Provide administrative support for all Genesys IP Call Center applications.
- Investigate and identify new products on the market that would enhance call center services integrating with Genesys IP call center.
Must demonstrate respect for all individuals and adhere to the Company’s values and business practices.
Your background includes:
At least two years of Computer and Networks background is required. Certification in Networking (CCENT or CCNA or CompTIA Network Plus) is preferred. Genesys Training or certifications is a plus. College degree is a plus.
At least two years of Computer and Networks background is required. Minimum of two years of work experience in Networks is preferred. Genesys IP Contact Center work experience is a plus.
#LI-CNP
This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.
