Remote Genesys Cloud Managed Services Principal Support Engineer

Description:

• Lead and direct engineers/resources for PureCloud accounts.
• Manage team utilization and improve operational efficiencies.
• Assess client needs and provide configuration recommendations.
• Support clients with issues, concerns, and enhancements.
• Diagnose issues through root cause analysis and manage support interactions.
• Conduct QA monitoring of client interactions and maintain support documentation.
• Mentor and train staff, assist with staffing needs, and manage schedules.

Requirements:

• Genesys Cloud Certification required.
• 3+ years of Genesys Cloud technical support experience.
• Experience leading a technical support team.
• Comprehensive knowledge of Genesys Cloud solutions and troubleshooting.
• Knowledge of computer networks, integrations, and Windows OS.
• Strong problem-solving abilities and professionalism in customer interactions.

Benefits:

• Opportunity to work in a certified Great Place To Work.
• Inclusive and diverse work environment.
• Potential for career growth within TTEC Digital and TTEC Engage.