Genesys Solutions Engineer

hace 3 semanas


Xico, México Thomson Reuters A tiempo completo
About the Role

As a Technical Lead for Genesys Cloud, you will be responsible for delivering highly skilled technical support and delivery capability as the technical lead for the current and future delivery, support, and maintenance of future production services in the contact center environment utilizing Genesys Cloud.

**Key Responsibilities:**

  • 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.

**Requirements:**

  • 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, and 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 a hybrid work model, culture, wellbeing, learning & development, and social impact.



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