TTEC Digital
Customer Experience (CX)
GenesysCloudManagedServicesPrincipalSupportEngineer
Neural analysis suggests this role is
optimal for Principal candidates.
“Genesys Cloud Managed Services Principal Support Engineer at TTEC Digital. Skills: Genesys Cloud Managed Services, Technical Support, Leadership, Troubleshooting, Client Assistance. Overseeing ticket activity of support. Taking a leadership role in escalations”
What You'll Achieve.
Ensuring an optimal client and customer experience; Produce predictable results that fuel the exceptional customer experience; Adherence to published Support Guidelines; Lead to KPI’s
Industry & Context.
Diagnosis of the presenting issues; Review of application programming; Determines the root cause and an appropriate solution; Root cause analysis; Demonstrated problem solving abilities
Assist with on-call rotation/schedule
What They're Looking For.
Must Have
Genesys Cloud Certification, Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills, 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, Demonstrated professionalism representing the Company to customers and vendors, Demonstrated ability to deliver a high level of customer satisfaction, Demonstrated problem solving abilities
Nice to Have
Genesys PureConnect and/or legacy telephony knowledge is a plus, May provide basic programming and/or customer configuration recommendations
What You'll Do.
Overseeing ticket activity of support
Taking a leadership role in escalations
Providing client assistance to resolve identified concerns
Diagnosing issues through root cause analysis
Implementing fixes or directing clients on implementation
Day to day leadership and direction of engineers
Assisting with management of team utilization
Assessing client needs
Making configuration recommendations
Providing client support for reported issues
concerns or enhancements
resolving and/or escalating outstanding issues
Managing support interactions
QA monitoring of client interactions and surveys
Client conference calls and meetings
Ensuring adherence to processes
procedures and protocols
updating and maintaining Support documentation and procedures
Assisting with staffing needs
Providing input with annual performance reviews
Mentoring & training new and existing staff
Assisting with on-call rotation/schedule
implementation and delivery of training
Acting as a technical resource and escalation for Genesys Cloud Engineers as well as clients and vendors
Managing escalation process and procedures
Managing Genesys Cloud Engineer schedules
How You'll Work.
Team & Collaboration
Leadership and direction of engineers and/or resources; Consultation with Manager of Support Services; Collaboration with team members, partners and clients for diagnosis; Mentoring and training new and existing staff; Acting as a technical resource and escalation for Genesys Cloud Engineers as well as clients and vendors
Communication Scope
Client dialogue; Client conference calls and meetings
Process & Methodology
Management of team utilization, Managing support interactions, Managing escalation process and procedures, Managing Genesys Cloud Engineer schedules
Full Job Description
## Description 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 Managed Services Principal Support 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 i
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