Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
The Genesys Cloud Staff Technical Support Engineer in Telephony group is responsible for providing advanced technical support for our partners and customers and is accountable for the technical development of our product support team on all things Genesys Cloud Telephony. Our Staff Engineers are our subject matter experts in their area of the product and are the most highly skilled technical resources within our team.
Genesys Customer Care is a 7x24 contact center environment. As such, the Staff Technical Support Engineer may be required to work in various shifts to ensure availability to our customers.
Responsibilities
- Work shift for this position covers Saturday and Sunday.
- European location preference for data privacy coverage
- Assists with highly technical problems identified through case observations and as requested for Expert Help
- Operate as the gatekeeper for technical issues that require assistance from our development and engineering teams
- Assist with the resolution of complex support issues through investigation, replication, and troubleshooting
- Identify trends and associations of technical issues that could be indicators of a product issue
- Ownership of critical incidents, including internal communications, assisting with restoration efforts, and delivery of Root Cause Analysis
- Gathers training needs and collaborates with Training team to develop and deliver technical training sessions
- Assist team manager with client and internal account level escalations
- Command customer situations, at times engaging with the senior and executive level leaders of our clients
- Collaborate with various internal teams – including R&D, QA, Technical Publications, Technical Account Management, and Genesys Platform Operations to resolve support issues
- Maintain an expert level of knowledge on Genesys Cloud Telephony through training and hands-on experience
- Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.
- Assist with maintaining accurate technical documentation
- Impact KPI (Key Performance Indicators) performance by assisting with and preventing aged cases for quicker resolution
- Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours
- Contribute to and assist with the delivery of team technical training
- Assist with recruiting, technical interviewing and onboarding of new team members
Education/Experience:
- BA or BS in Computer Science preferred but candidates with relevant experience will also be considered
- Experience in supporting AWS based deployments
- Experience in supporting contact center environments (On-premises or Cloud based) is preferred
- 1.5+ years of experience supporting Genesys Products
Qualifications/Skills Required:
- Achievement of GCS Certification for Genesys Cloud Telephony and capability to pursue and obtain all GCS Certifications
- Proficiency in utilization of New Relic to identify issues
- Familiarity with Genesys Cloud reporting & analytics for monitoring team performance
- Desire to achieve AWS Certification
Personal/Soft skills:
- Ability to work independently with quality work habits
- Strong analytical and troubleshooting skills with attention to detail
- Strong customer focus and empathy
- Keen sense of ownership and pride in a job well done
- Excellent communication skills (written and oral)
- Fluent English language skills are required
- Must be able to cope under pressure and work within stringent timelines
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
