Job Seekers, Please send resumes to resumes@hireitpeople.com

Job Responsibilities:

Respond to reported support issues promptly for Lines of Business who use Genesys Cloud Configure new scripts, and user setups in Genesys Cloud Collect logs related to customer-affecting issues and investigate for possible root cause Resolve support issues through investigation, replication, and troubleshooting Participate in internal and customer-facing calls related to support issues Interact directly with customers to obtain additional information or to provide status updates or resolutions Interact with various internal teams (Contact Center Teams, IT - Server, IT - Compute) to resolve support issues Organize and lead conference calls during customer-affecting service interruptions Become knowledgeable on Genesys products through training and hands-on experience Identify improvements to process and seek ways to improve customer satisfaction Update Knowledge Base upon resolution of a support issue to document the solution for future reference Enhance product knowledge Work in accordance with the policies and procedures outlined within the best practices courses and documentation

Other skills:

Experience in supporting contact center environments (Cloud-based) is preferred Processes monitoring tools, utilities and commands Experience with analyzing application processes memory dumps Experience with Command Line Interface (CLI) and shell scripting languages Experience with installation and simple configuration Experience with monitoring database / SQL execution performance

Personal / Soft skills:

Excellent customer focus and empathy Sense of ownership and pride in a job well done Excellent communication skills (written and oral) Fluent English language skills are required Curiosity to learn new technologies

Minimum years of experience*: 8