Genesys Cloud Lead Support Engineer

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

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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About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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