Genesys Solutions Engineer

hace 2 semanas

Tláhuac, Ciudad de México Thomson Reuters A tiempo completo
Genesys Solution Consultant


Provides highly skilled technical support/delivery capability as technical lead for the current and future delivery, support, and maintenance of future production services in the contact center environment utilizing Genesys Cloud.

Leads technical and procedural consistency within a team focused on the implementation, service delivery, and support of products, systems, & networks.

Leads initiatives for driving down incident rates and working with 1st line operations to improve service recovery times.

Leads the implementation process to ensure that all aspects of operability are delivered whilst ensuring that existing service levels are maintained or improved.

Complies with operational standards, procedures, and best practice. Operations Engineers within specialist functional teams may have compliance assurance responsibility.

About the role:

As a Genesys Solution Consultant, you will:
Produces, delivers, and maintains appropriate documentation for systems in accordance document control standards and procedures.

Provide input to records, quality systems and management reports as required

Contributes to the definition and implementation of improved operability on new and current systems.


Uses innovative methods including the redesign of process and providing technical solutions to reduce the volume and mean time to recover incidents in assigned business unit.

Identifies risks & issues and takes ownership to deliver appropriate resolutions.

Provides technical expertise for root cause analysis and problem management.


Provides detailed implementation/project plans across multiple, complex work streams according to agreed standards and ensures project processes and timelines are understood and followed.

Works and cooperates with internal and external groups when required in order to fully support environments and maintain service.


Adheres to change management procedures in defining, planning and implementing change in such a way that ensures appropriate coordination with other teams, minimizes service disruption, and ensures adherence to Service Level Agreements.

Improves change management processes and procedures to ensure the most efficient processing of change within appropriate service risk constraints.

Provides specialist support during complex and/or major incidents.

May be asked to lead recovery efforts during major incidents within business unit.

Deputize for the team manager as required.

Contributes to or author technical documentation such complex changes instructions.

Reviews, and updates as appropriate, operations procedures, standards, and technical policies.

May be asked to assist with production of white papers on technical R&D projects


Stays abreast of recent developments in related technical community, including new technology and business news that may impact vendors' ability to provide service.

About You

You're a fit for the role of Genesys Solution Consultant if you are:

Experienced professional with in-depth knowledge of contact center operations including ACD, IVR, omni-channel routing, queues, skills, call recording, and reporting.


In-depth knowledge of Genesys Cloud, including:
Architect for call, messaging, and bot flows

Data Tables

Data Actions

Embedded Clients

Integrations

Outbound Campaigns

Telephony Management

Experience in the implementation and use of API and web service-based integrations

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model:

We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.


Culture:
Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Wellbeing:

Comprehensive benefit plans; flexible and supportive benefits for work-life balance: two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.


Learning & Development:

LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.


Social Impact:

Nine employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.


Purpose Driven Work:

We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency.

Together, wit

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