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Genesys Cloud Support Engineer

2 months ago

Tempe, United States Sky Systems, Inc. Full time
Job DescriptionJob Description

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