Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Job DescriptionJob Title: Technical Team LeadDepartment & Team: Support Services, Technical SupportJob Reports to: (Sr) Technical Team ManagerJob SummaryThe Genesys Technical Lead assists in mentoring, managing, and providing guidance to Support Engineers. The Team Lead will serve as an advisor within the organization to assist in solving cases as well as provide escalation management and leading well-defined strategic projects. This is achieved via personal interaction, conference calls, training, customer/partner meetings and presentations, and other forms of communication. The Team Lead will need to provide support, leadership, and operational oversight as part of a dynamic team in a very technologically demanding environment. This can include serving as a “back up” to the Technical Team Manager or Principal Engineer as necessary. A high degree of interaction and leadership is required with both customers and team members.Major Responsibilities/ActivitiesAssists in supporting a team of skilled engineers to deliver quick and accurate resolution of customer issues by providing guidance on process and/or troubleshooting.Serves as an escalation point to ensure swift resolution managementProvides assistance and product familiarity to help bridge knowledge gaps and ensure success by reviewing design documentation, providing consulting, participating in conference calls, answering questions and participating in swarming on cases.Mentors System Engineers in growing knowledge in their skill areas and honing their communication and presentation abilitiesAssists others in building their product knowledge to proactively prevent issues and become more self-sufficient by creating knowledge base articles, webinars, presentations, and maintaining & enhancing external Support content and sites.Assists in managing virtual test environment for skill teamParticipates in phone screenings and interviews for hiringAvailable for afterhours emergency calls as subject matter expert in skill teamAssesses skill team cases to systems engineers as neededPromotes cross-functional relationships and collaborationAssists with organizational and operational initiatives to continually identify opportunities for improvement in support deliveryKeeps a current, general background across the Genesys Genesys Cloud product line and associated technologies.Minimum RequirementsBachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience.3+ years of engineer experience supporting Genesys products.Proven excellence with customer facing activities. Must have a passion for customer satisfaction and have the ability to manage customers’ needs and expectations.Expert technical knowledge, understanding, and experience in assigned competency.Management experience in implementing or supporting software applications given additional consideration.Excellent communication and presentation skills.Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues.Possesses demonstrated leadership qualities and self-sufficiency.Proven ability to lead a team to meet critical customer deadlines.Microsoft Office skills (e.g. Word, Excel, PowerPoint and Outlook).Knowledge of Voice over IP (VoIP), telephony, and related technical terminology.Complex problem-solving and analytical skills.Ability to present complex information in a clear, concise manner.Ability to work in a team environment.Ability to multi-task, prioritize, and be detail oriented.Ability to take initiative and be proactive.It is a requirement of this position to complete the Interactive Client Certified Engineer (ICCE) certification program. Successful completion of the ICCE certification program, including attending training and passing two exams, is a condition of employment for this position. It is a requirement of this position to obtain the Cloud Services Change Request Process certification. Successful completion of the Cloud Services Change Request Process certification, including attending training and passing an exam, is a condition of employment for this position.#LI-DD1#LI-Hybrid If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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