Lead Support Engineer, Genesys Cloud
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Job Description
Genesys Cloud Lead Engineer overseeing ticket activity and leading support for client escalations at TTEC Digital. Ensuring optimal client experiences through problem resolution and technical support.
Responsibilities:
- Day to day leadership and direction of engineers and or resources assigned to PureCloud account(s)
- Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies.
- Assess client needs and make configuration recommendations.
- Provide client support for reported issues, concerns or enhancements based on client requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
- Diagnose reported issues through root cause analysis. This may include, but not limited to, client dialogue, system(s) and other research with team members, partners and clients. Follows-up, resolves and/or escalates outstanding issues in a timely manner.
- Manage support interactions to ensure adherence to published Support Guidelines
- QA monitoring of client interactions and surveys
- Client conference calls and meetings when needed
- Ensure adherence to processes, procedures and protocols as outlined.
- Lead to KPI’s
- Weekly Team Meetings
- Create, update and maintain Support documentation and procedures for assigned Genesys Cloud account(s)
- Assist with staffing needs
- Provide input with annual performance reviews
- Mentor & train new and existing staff
- Assist with on-call rotation/schedule for assigned Genesys Cloud account(s)
- Assist in design, implementation and delivery of training.
- Technical resource and escalation for Genesys Cloud Engineers as well as clients and vendors
- In consultation with the Manager of Support Services, manage escalation process and procedures related to assigned Genesys Cloud accounts
- In consultation with the Manager of Support Services, manage Genesys Cloud Engineer schedules related to assigned accounts
Requirements:
- Genesys Cloud Certification
- Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills. Genesys PureConnect and/or legacy telephony knowledge is a plus.
- 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. May provide basic programming and/or customer configuration recommendations.
- Demonstrated professionalism representing the Company to customers and vendors
- Demonstrated ability to deliver a high level of customer satisfaction
- Demonstrated problem solving abilities
- Minimum of a High School diploma or equivalent.
Benefits:
- N/A
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