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Genesys Cloud Support Engineer
3 weeks ago
Genesys Cloud Support Engineer / Technician
Tempe, AZ - On-site
Long-term / on-going contract
Senior Desktop/IT Support - Extensive Contact Center Experience
- We are looking for resources that will work in the recently implemented Genesys Cloud environment, helping leadership and agents resolve technical product issues. Essentially a field tech that is familiar with Genesys Cloud contact center system
- Provision of post-deployment support using Genesys cloud as tool
- Uses training materials to assist with go-lives
- Will be at centers/clinics to troubleshoot
- Need onsite training backgrounds
- Clinical support experience a plus
- Need technical aptitude
- Required Skills/Experience:
- Ideal candidate should have 2-3 years of experience in supporting the Genesys PureCloud Platform.
- Experience supporting the Agent Administration / Provisioning of Pure Cloud Solutions and associated trouble shooting is preferred.
- Should be able to support day-to-day production issues related to CTI(Computer Telephony Integration), Webservices(AWS).
- Perform the detailed troubleshooting in resolving the production issues and document the root cause analysis(RCA) and document the steps to eliminate future occurrences.
- Should be able to communicate with stake holders on the trouble shooting bridges and resolve the issues.
- Once a root cause has been identified, work with developers / Genesys Labs to implement a fix.
- Should be willing to work on-call on a rotation basis.
- Prior experience on preparing the trouble shooting manuals / run books is preferred
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