Genesys Cloud Managed Services Principal Support Engineer

3 weeks, 2 days ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Provide day-to-day leadership and direction to engineers and resources assigned to Genesys Cloud account(s).
  • Oversee ticket activity, support escalations, and ensure timely resolution of outstanding issues.
  • Assess client needs and make configuration recommendations for Genesys Cloud environments.
  • Diagnose reported issues through root cause analysis, client dialogue, and technical research.
  • Support clients with issues, concerns, enhancements, alerts, and vendor or manufacturer inquiries.
  • Manage support interactions to ensure adherence to published support guidelines, processes, procedures, and protocols.
  • Lead weekly team meetings, monitor quality of client interactions, and review surveys.
  • Create, update, and maintain support documentation and procedures for assigned accounts.
  • Assist with staffing needs, on-call schedules, and engineer scheduling for assigned accounts.
  • Mentor and train new and existing staff and provide input on performance reviews and training delivery.

Requirements

  • Genesys Cloud certification.
  • Comprehensive knowledge of the Genesys Cloud solution and troubleshooting.
  • 3+ years of Genesys Cloud technical support experience.
  • Experience leading a team of technical support professionals.
  • Comprehensive knowledge of computer networks, integrations, and Windows operating systems.
  • Genesys PureConnect and/or legacy telephony knowledge is a plus.
  • Ability to provide basic programming and customer configuration recommendations.
  • Demonstrated professionalism in representing the company to customers and vendors.
  • Demonstrated ability to deliver a high level of customer satisfaction.
  • Strong problem-solving abilities.

Interested in this position?

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