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Technical Support Engineer

4 months ago

Bengaluru, India ZEISS India Full time

About the Role:

  • 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.