Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. 

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Description

Job Title: Senior PS Consultant / Team Lead

Summary of the Position:

Job Purpose: 

As part of the Custom Application Support Team, the Application Support Senior Analyst/Team Lead’s responsibility will not be limited to troubleshooting, resolution, and communication of customer issues reported to the Genesys Custom Solutions Practice & Expert App team. Collaboration is at the heart of the Custom Application Support Team and the Analyst/Team Lead will also need to mentor and monitor the daily workload of team members and adjust to ensure correct procedures are followed to meet defined service level targets.

Primary Role and Duties

• Act as a customer liaison handling phone and email support requests, and a front-line advocate for the resolution of application issues. Triage, reproduce, and resolve problems using available systems and tools, and recommend potential workarounds for identified defects.
• Mentor team members on case investigation and provide support to junior resources.
• Validate and coordinate the work of others on the support team.
• Create Knowledge Base articles, RCA reports, and other support-related collateral.
• Identify system and workflow improvements to enhance the team’s efficiency.
• Interface with Custom Solutions’ Subject Matter Experts & Expert App team when the problem cannot be resolved at the frontline support level.
• Help set the correct problem-resolution expectations and provide timely progress reports to the appropriate contacts within our partner and/or customer organizations.
• Monitor the Cloud Application database and perform upgrades with prescribed guidance whenever needed.
• Participate in a shift roster as necessary spanning across the whole day.
• Ability to have a flexible work schedule and at times work outside of normal shift hours to accommodate effective communication with stakeholders on Critical cases.
• Able to lead and support the team during the investigation of critical cases.
• Solid analytical programming and problem-solving skills.
• Must be able to cope under pressure and work on stringent timelines.
• Strong team player. 
• Strong technical knowledge on Genesys Engage and Genesys Cloud platform Application Support
• Ability to investigate and resolve complex issues.
• Ability to work independently on routine duties or projects with general instructions on new assignments with minimal guidance.
• Strong verbal, and writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. 

Education:

BA or BS in Computer Science or Engineering, or related technical fields

Prior work experience:

• 5+ years of customer care experience.
• 2+ years of team lead experience.
• Minimum 2+ years of experience working on the Genesys Cloud platform.
• Experience working on Genesys Engage and/or PureConnect platform is a BIG plus.
• Experience in web application development methodologies.
• Solid understanding of web architecture.
• Solid understanding of API Transactions.
• Solid understanding of Client Server Architecture.
• Experience with UNIX/LINUX operating environments at the system administrator level.
• Working knowledge of developing customized, technical solutions.
• Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs is a BIG plus.
• Experience with Cloud Application support & Cloud APIs.
• Strong verbal and written communication skills.
• Hands-on experience with commercial software development in C++, Java, and .NET (VB, ASP, and C#) languages and environments is a BIG plus.
• Good practical experience with Development methodologies.
• Experience working on the AWS platform and Lambda functions.
• Practical experience with best Consulting Services/Project Delivery practices employed in the industry among leading consulting organizations.
• Experience in supporting Contact Centre environments (premise or cloud-based) is preferred. 

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.