Ttec Digital

Genesys Cloud Lead Support Engineer

  • Ttec Digital

Job Description

The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded Genesys' Partner of the Year award 15 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience.

The Genesys Cloud Lead Engineer is responsible for overseeing the ticket activity of support and taking a leadership role when it comes to escalations. Providing client assistance to resolve identified concerns ensuring an optimal client and customer experience. Through diagnosis of the presenting issues along with review of application programming determines the root cause and an appropriate solution implementing the fix or directing the client on how to implement the solution. Support may be of a minor or complex nature.


What You'll Be Doing
  • 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

    • What You'll Bring to the Role
  • 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.

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