Technical Support Engineer
3 weeks ago
- As a Technical Support Engineer for contact center solutions at ZEISS, you'll play a central role in ensuring the seamless operation of our contact center environment. Your responsibilities will include:
Technical Expertise:
- Utilizing your hands-on experience with the Genesys Cloud application interface to troubleshoot issues effectively.- Identifying and resolving user and network issues related to Genesys Cloud CX.- Demonstrating a strong technical understanding of Genesys Cloud CX software, including it's architecture and integration with other systems.- Continuous maintenance and support of multiple Genesys Cloud instances, configuring queues, managing user roles, and handling all available contact center features to optimize system performance.- Leveraging your knowledge of the Genesys workforce management tools to support our contact center managers with new WFM implementations.- Good understanding of reporting capabilities, data handling, API’s and PowerBi.- Familiarity with CRM systems like SFDC and SAP, as well as ticket handling tools like ITSM.- Providing technical assistance to end users across various channels including voice, email, chat, and social media.
Collaboration and Support:
- Collaborating with development teams to implement software updates and resolve technical issues.- Training new users on Genesys Cloud CX software and providing ongoing support.- Monitoring system performance and proactively identifying and addressing potential issues.- Working closely with other IT team members to ensure system stability.- Maintaining up-to-date documentation on Genesys Cloud CX software and related processes.
Development related skills:
- Good to have knowledge of design, develop, and implement Contact Center IVR applications on the Genesys Cloud platform.- Experience in API integrations in Genesys Cloud- Experience on design and building chatbots.- Experience with Genesys APIs and integrations with CRM solution- Experience with Genesys Cloud implementations and migrations on a global scale
Non-Technical Requirements:
- Location: Bangalore- Total Experience: 5 to 7 years in support roles within the contact center domain.- Minimum 2 to 3 years of troubleshooting experience in Genesys Contact Center support.- Strong technical and English communication skills.- Flexibility to work in any time zone.- Willingness to participate in on-call rotations for 24/7 support.
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