Genesys Cloud Engineer

Minimum 3+ years of proven experience with Genesys Cloud or similar contact center technologies.
Completion of a post-secondary education in an IS related program and/or equivalent industry experience
Strong technical troubleshooting and problem-solving skills.
Excellent communication skills, both written and verbal.
The ability to collaborate effectively with team members and other departments.
A proactive and determined approach to providing world-class customer support.
Experience crafting and maintaining support documentation.
The ability to conduct training sessions and explain technical concepts clearly to users.
A dedication to staying updated on the latest industry trends and technologies.

A Genesys Cloud Support Engineer is responsible for providing technical support to users of the Genesys Cloud platform.
Assisting users with troubleshooting technical issues related to the Genesys Cloud software, including call routing, IVR, and other contact center features.
Providing mentorship on setting up and configuring Genesys Cloud accounts, contact center routing strategies, and integrations with other systems.
Resolving user inquiries and concerns via email, chat, or phone support in a timely and professional manner.
Collaborating with the development team to raise and resolve complex technical issues, ensuring outstanding service delivery.
Crafting and maintaining support documentation and knowledge base articles for Genesys Cloud users.
Leading training sessions for users on how to effectively apply Genesys Cloud’s features and optimize their contact center operations.
Staying updated on new Genesys Cloud features and updates to provide accurate and current support.

No preferred qualifications provided.