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 Title: PS ConsultantDepartment & Team: CSS / Custom Application Support (CoE)Reports to: Sr. PS ManagerLocation: ManilaSummary of the Position:Job Purpose: As part of the Custom Application Support Team, the Application Support Analyst will be responsible for the troubleshooting, resolution, and communication of customer issues reported to the Genesys Custom Solutions Practice & Expert App team.Primary Role and DutiesAct as a customer liaison handling phone and email support requests, a front-line advocate for the resolution of application issuesTriage, reproduce, and resolve problems using available systems and tools, and recommend potential workarounds for identified defectsFirst line of support to identify the root cause of an application malfunctionCreate Knowledge Base articles, RCA report, and other support related collateral.Interface with Custom Solutions’ Subject Matter Experts & Expert App team, when the problem cannot be resolved at a frontline support levelHelp set the correct problem resolution expectations and to provide timely progress reports to the appropriate contacts within our partner and/or customer organizationsMonitor Cloud Application database and perform upgrades with prescribed guidance whenever neededParticipate in a shift roster as necessaryAbility to have flexible work schedule and at times work outside of normal shift hours to accommodate effective communication with stakeholders on Critical casesTo succeed in this role, the candidate must demonstrate following skills:Solid analytical programming and problem-solving skillsMust be able to cope under pressure and work on stringent timelinesStrong team playerStrong technical knowledge on Cloud Application SupportAbility to get to investigate and resolve complex issuesAbility to work independently on routine duties or projects with general instructions on new assignments with minimal guidanceGood verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Education:BA or BS in Computer Science or Engineering, or related technical fields.Prior work experience:2 years or more of commercial software development experience in C++, Java, and .NET (VB, ASP and C#) languages and environments.Required skills and knowledge:Experience in web application development methodologies. Solid understanding of web architecture.Experience with UNIX/LINUX operating environments at the system administrator level.AWS LambdaWorking knowledge of developing customized, technical solutions.Technical know-how of Genesys platform solutions would be an added advantage.Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs is a BIG plus.Experience with Cloud Application support & Cloud APIs.Desirable Skills in one or more of the following areas:Good practical experience with Development methodologies.Experience on PureConnect and Genesys Cloud platforms.Practical experience with best Consulting Services/Project Delivery practices employed in the industry among leading consulting organizations.Needs to meet SLA contracts with customers and sometimes juggle many concurrent issues.Strong analytical and troubleshooting skills with attention to detail.Strong sense of ownership with ability to take control of difficult and/or chaotic situations.Experience in supporting contact center environments (premise or cloud based) is preferred.Can handle high stress situations.#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.
View Original Job Posting