Remote Genesys Cloud Engineer

Description:

• The Genesys Cloud Engineer at TTEC Digital provides senior level customer support, working closely with Escalation Managers for reported issues, concerns, or enhancements.
• They serve as the first line for support calls and emergency support calls, handling all call levels.
• The Engineer mentors and assists Associate and Technical Consultants.
• Responsibilities include diagnosing reported issues through root cause analysis, responding to requests received through various channels, and maintaining effective relationships with clients, vendors, and manufacturers.
• Thorough documentation using the internal ticketing process is completed to ensure accurate tracking from reporting to resolution.
• The role involves being a first line of customer support for hardware, software, network, and telephony reported issues and concerns.

Requirements:

• Must be willing to work US hours.
• Requires 3+ years of technical support experience.
• Comprehensive knowledge of Genesys’ PureConnect and PureCloud, as well as troubleshooting skills.
• Must have comprehensive knowledge of computer networks, integrations, and Windows Operating systems. May provide basic programming and/or customer configuration recommendations.

Benefits:

• Eligible employees can enjoy medical, dental, and vision benefits.
• HMO coverage starts on the 2nd month of employment.
• Financial and income protection benefits are available.
• Paid time off (PTO) and wellness time off are provided.