Genesys Solutions Engineer

hace 3 semanas

Xico, México Thomson Reuters A tiempo completo
About the Role

As a Genesys Solution Consultant at Thomson Reuters, you will be responsible for providing technical expertise and support for the implementation, delivery, and maintenance of Genesys Cloud solutions. This includes leading technical and procedural consistency within a team, driving down incident rates, and improving service recovery times.

Key Responsibilities
  • Produces, delivers, and maintains appropriate documentation for systems in accordance with document control standards and procedures.
  • Provides 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 to reduce the volume and mean time to recover incidents in assigned business units.
  • Identifies risks and issues and takes ownership to deliver appropriate resolutions.
  • Provides technical expertise for root cause analysis and problem management.
  • Develops and implements project plans across multiple, complex work streams according to agreed standards.
  • Works and cooperates with internal and external groups to fully support environments and maintain service.
  • Adheres to change management procedures to ensure minimal service disruption and adherence to Service Level Agreements.
  • Improves change management processes and procedures to ensure efficient processing of change within service risk constraints.
  • Provides specialist support during complex and/or major incidents.
  • May be asked to lead recovery efforts during major incidents within business units.
  • Deputizes for the team manager as required.
  • Contributes to or authors technical documentation, including complex change instructions.
  • Reviews and updates operations procedures, standards, and technical policies as appropriate.
  • May be asked to assist with the production of white papers on technical R&D projects.
About You

You're a fit for this role if you have:

  • 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, and 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:

  • A hybrid work model that offers flexibility and work-life balance.
  • A globally recognized and award-winning reputation for equality, diversity, and inclusion.
  • Comprehensive benefit plans, including flexible and supportive benefits for work-life balance.
  • Access to LinkedIn Learning and internal Talent Marketplace opportunities.
  • Two paid volunteer days annually and employee-driven Business Resource Groups.
  • Environmental, Social, and Governance (ESG) initiatives for local and global impact.

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