Cloud Support Engineer
Cloud Support Engineers will provide technical support to Genesys customers that subscribe to one or more of our Cloud Offerings. They will interact with our customers, respond to support requests via phone, web, or other channels, and interface with other internal teams as required.
Genesys Cloud Support is a 7x24 contact center environment. As such, Support Engineers may be required to work in various shifts to ensure availability to our customers.
Responsibilities: • Respond to reported support issues in a timely manner via Genesys' Case Management tool (Salesforce.com / Service 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 the Genesys Platform Operations team 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. • Become subject matter experts on Genesys products that are unique to the Cloud (including but not limited to Designer, HTCC, Hub, WWE, etc.) • Identify improvements to process and seek ways to improve customer satisfaction. • Complete basic change requests submitted by customers. • Update Knowledge Base upon resolution of a support issue to document the solution for future reference. • Ensure Service Level Targets for Case Response times are met. • Participate in a shift and 'on-call' rotation as necessary, to provide support coverage outside of standard business hours. • Attend, and eventually deliver, training courses to sustain/enhance product knowledge. • Have a technical background in accordance with the requirements set out below
Qualifications/Skills Desired and Preferred: • BA or BS in Computer Science or Engineering, or related technical fields. • US citizen & resident required. • 2+ years of software technical support and/or development, or other relevant experience. • Operating systems: Windows (7, XP, 2003, 2008) and UNIX (Solaris, Linux, others) • TCP/IP Networking. • Thorough knowledge and relevant experience in the following areas: SIP and RTP. • An excellent understanding of the SIP messages and responses (INVITE, REFER, ACK, BYE, 100 Trying, 180 Ringing, 200 OK, etc.), and the contents thereof. • Ability to interpret and trace through complex SIP call flows. • SIP system components (media gateways, proxies, end-points, etc.) • Codecs: GIPS, G.711, G.729. • H.323, a bonus but not essential. • Web technologies: XML/ASP/JSP, web servers (IIS, Apache/Tomcat, Web Sphere), HTTP. • Fluent English skills are required; additional languages are a plus. • Strong analytical and troubleshooting skills with attention to detail. • Excellent communication skills (written and oral) • Strong customer focus. • Must be able to cope under pressure and work to stringent timelines. • Experience in supporting contact center environments (On-premises or Cloud based) is preferred.
Genesys ® powers more than 25 billion of the world's best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry's #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com , Twitter , Facebook , YouTube , LinkedIn , and the Genesys blog .
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-CC1
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