Entry Level - After Hours Analyst

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

• 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