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?Do you like working in a mission-critical role where you will solve complex and different technical issues each day? Do you like working with cutting edge technologies to expand your expertise and acumen? Do you like critical thinking, puzzle solving, finding the bug, getting hands on and practical? Do you like collaborating with different teams to drive resolution finding in an effective and efficient manner?If you’re up for your next challenge, this role might be for you. What this role is:This is a technical, customer facing product support role where you will be troubleshooting application layer issues our customers experience when using public APIs or integrations between Genesys Cloud CX and 3rd party services. Our customers contact us by phone, chat or email and you’ll identify the issue and find the solution to their problem. You won’t be in this alone. We are a team that helps each other and likes to have fun too. What you’ll bring to the table:To be successful in this role, you’ll have 3+ years of tier 2 technical support related to cloud technologies, field engineering, web development or other relevant experience working with and troubleshooting web services. You need to have strong written and verbal communication skills to connect with the customers and work with your team. We also look for people who are always willing to learn new things and take on new challenges. Some details about what you will do:You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions to triage and drive to resolutionYou will be the customer’s contact for providing accurate and creative technical solutions to reported problemsYou will develop the solutions through investigation, replication and troubleshooting and team workYou will help create and add to knowledge base articles, troubleshooting guides, FAQ’s, and other support collateralYou will build and maintain test environments for troubleshooting and continuous learningYou will build relationships with other teams across Customer Success, Devops and OperationsYou will become knowledgeable on Genesys and related products through training and hands-on experienceEducation/Experience:Minimum of Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience 3+ years of experience working with or supporting web APIs or related technical fieldsMinimum Requirements:Solid understanding of RESTful web services, architecture and related concepts (TLS, Websockets, Oauth, HTTP Methods, Cookies, etc)Working knowledge of at least one Web programming/scripting language (C#, Java, JavaScript, Python, XML, SAML, JSON, etc) and software used to develop in the languageSelf-Starter mentality. You will need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.Excellent oral and written communications skills. Ability to be able to take complex information and present it in a clear, concise manner and be able to explain it further if required. Demonstrable strong customer focus and passion for customer satisfactionDemonstrable curiosity and passion for technology within area of expertiseQualifications/Skills desired:Experience implementing or supporting contact center environments (CTI, PBX, ACD, IVR, Analytics)Experience deploying or troubleshooting CRM solutions (Salesforce, ZenDesk, SAP, Microsoft Teams)Experience configuring or troubleshooting SCIM solutions (Microsoft Azure AD, Okta, OneLogin)Amenable to work on a night shift or shifting schedule if the role requires#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 diversity 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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