Technical Support Engineer

4 weeks 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.

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