RemoteLeaf Logo
Log in Sign up

Genesys Cloud Lead Support Engineer

1 month ago
Philippines
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 4

Description

  • Provide day-to-day leadership and direction for engineers and resources assigned to Genesys Cloud (PureCloud) accounts.
  • Oversee ticket activity, manage support interactions, and act as the technical escalation point for complex issues.
  • Diagnose reported issues through root cause analysis and implement or direct appropriate fixes or configuration changes.
  • Assess client needs and make configuration recommendations, and assist with minor programming or customer configuration guidance.
  • Manage team utilization, staffing needs, and assist with on-call rotation/schedules for assigned accounts.
  • Ensure adherence to published support guidelines, processes, procedures and KPIs, and follow up on outstanding issues timely.
  • Perform QA monitoring of client interactions and surveys and participate in client conference calls and meetings as needed.
  • Create, update and maintain support documentation and procedures for assigned Genesys Cloud accounts.
  • Mentor, train and provide input for annual performance reviews of new and existing support staff.

Requirements

  • Genesys Cloud Certification
  • 3+ years of Genesys Cloud technical support experience
  • Experience leading a team of technical support professionals
  • Comprehensive knowledge of the Genesys Cloud solution and troubleshooting methodologies
  • Knowledge of computer networks, integrations, and Windows operating systems
  • Genesys PureConnect and/or legacy telephony knowledge is a plus
  • Ability to provide basic programming or customer configuration recommendations
  • Demonstrated professionalism and ability to deliver a high level of customer satisfaction
  • Minimum of a High School diploma or equivalent

Benefits

  • Remote work (role listed as Remote — Philippines)
  • Work within an award-winning Genesys Partner Practice with broad technical expertise
  • Access to resources across TTEC Digital and sister company TTEC Engage
  • Employer recognized with Great Place To Work 2024-2025 certification
  • Equal opportunity and inclusive workplace culture

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Veeam Software

Virtualization Backup Engineer (French Speaker)

Veeam Software 1K-5K Internet Software & Services

Virtualization Backup Engineer (French speaker) at Veeam providing technical customer support for Veeam Backup & Replication to troubleshoot, resolve, and ensure reliable backup and recovery outcomes for customers (remote role, applicants based in Romania preferred).

Romania Full-time Mid Level Technical Support Engineer
DHCP DNS Linux Oracle SQL TCP/IP Unix
1 month ago
Geeks on Site

POS Support & Quality Technician (Cake / Clover Expert)

Geeks on Site 51-250 Internet Software & Services

Senior POS Support & Quality Technician providing real-time remote technical mentorship and quality assurance for on-site 1099 field technicians installing and troubleshooting Cake and Clover POS systems to ensure correct installations and first-visit resolution.

Mexico Argentina Brazil Chile Colombia Peru Contract Mid Level Manual QA Tester Technical Support Engineer
1 month ago
CannonDesign

Service Desk Analyst Intern

CannonDesign 1K-5K Professional Services

Student IT Support at CannonDesign providing end-user hardware, software, and helpdesk support to enable design teams to deliver solutions for health, education, and business clients.

United States Internship Entry Level Technical Support Engineer
1 month ago
Unitary

Support Engineer

Unitary 11-50 Internet Software & Services

Support Engineer at Unitary on the Service Operations Engineering team, responsible for keeping live customer Virtual Agents and production automation running smoothly while building the processes and tooling to scale operational support.

United Kingdom Full-time Mid Level Technical Support Engineer
Grafana Machine Learning MLOps Prometheus Python
1 month ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers