The experienced Subject Matter Expert—Level III will understand the current business requirements among all agencies. Will work with the PM, Lead Architect, Solution Delivery and Support teams on the Contact Center as a Service (CCaaS) transition. This resource must have the specific advanced skill and experience on the Genesys Cloud CX and PureConnect Contact Center solutions.

 

Basic Qualifications

Ability to effectively lead and motivate a team, including matrixed resources. Detail Oriented. Provide a high-level of customer service, with an emphasis on customer advocacy. Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences. Ability to communicate effectively (US English Fluent). Resolve incidents and requests in a timely manner using ServiceNow. Communicate with customers as required, keeping them informed of support
progress and notifying them when their issue has been resolved. Work with system and application owners to remediate reoccurring issues. Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.