It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.Job DescriptionJob Title: PS ConsultantDepartment & Team: Custom Application Support/COELocation: IndiaSummary 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 Duties• Act as a customer liaison handling phone and email support requests, a front-line advocate for the resolution of application issues • Triage, reproduce, and resolve problems using available systems and tools, and recommend potential workarounds for identified defects• First line of support to identify the root cause of an application malfunction• Create 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 level• Help set the correct problem resolution expectations and to provide timely progress reports to the appropriate contacts within our partner and/or customer organizations• Monitor Cloud Application database and perform upgrades with prescribed guidance whenever needed• Participate in a shift roster as necessary• Ability 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 skills• Must be able to cope under pressure and work on stringent timelines• Strong team player• Strong technical knowledge on Cloud Application Support• Ability to get to investigate and resolve complex issues• Ability to work independently on routine duties or projects with general instructions on new assignments with minimal guidance• Good 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 fieldsPrior work experience:• 4+ years of customer care experience supporting commercial software applications built in node.js, JavaScript, Java, and .NET (VB, ASP and C#) languages and environments.• Experience on Genesys Engage, Genesys Cloud or PureConnect platformRequired 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 Lambda • Working 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 APIsDesirable Skills in one or more of the following areas:• Good practical experience with Development methodologies• 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 situationsAbout Us:Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.Covid-19:Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures continue to be updated. 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.
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