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Genesys Cloud Technical Support Specialist

2 months ago

Tempe, Arizona, United States Sky Systems, Inc. Full time
Job Overview

We are seeking a Genesys Cloud Technical Support Specialist to provide essential support in our recently established Genesys Cloud environment. This role is crucial for assisting both leadership and agents in resolving technical product challenges.

Key Responsibilities
  • Act as a field technician with expertise in the Genesys Cloud contact center system.
  • Deliver post-deployment assistance utilizing Genesys Cloud as a primary tool.
  • Utilize training resources to facilitate successful go-live events.
  • Conduct on-site troubleshooting at various centers and clinics.
  • Possess a background in training and support.
  • Experience in clinical support is advantageous.
  • Demonstrate strong technical skills and aptitude.
Required Skills and Experience
  • A minimum of 2-3 years of experience supporting the Genesys PureCloud Platform is preferred.
  • Experience in Agent Administration and troubleshooting Pure Cloud Solutions is highly desirable.
  • Ability to manage daily production issues related to CTI (Computer Telephony Integration) and Web Services (AWS).
  • Conduct thorough troubleshooting to resolve production issues and document root cause analyses (RCA) along with preventive measures.
  • Communicate effectively with stakeholders during troubleshooting processes.
  • Collaborate with developers and Genesys Labs to implement identified fixes.
  • Willingness to participate in an on-call rotation.
  • Prior experience in creating troubleshooting manuals and run books is a plus.
About Sky Systems, Inc.

Sky Systems, Inc. (DBA SkySys) is a leading technology consulting firm operating in the USA and Canada. We specialize in various services including Recruitment & Staffing, 24/7 On-Site & Remote Services, Managed Services Provider (MSP), and Value Added Reseller (VAR) partnerships with Cisco and Dell. Our expertise extends to Contact Center Solutions (Cisco, Avaya, Genesys), Web Solutions, and more. As a global provider, we are committed to hiring top talent from around the world.