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?We are currently looking for an Operations Strategist, Genesys Cloud DX Development Support, to join our team in Hungary.The Operations Strategist, is responsible for providing cross team operational leadership and data driven customer advocacy across the entirety of the Genesys Cloud CX business. At Genesys, we promote a culture of empathy in which every voice is heard, valued, remembered, and understood. We believe it's our responsibility to close equity gaps and foster a culture of inclusion and equality - where every employee feels that their uniqueness is appreciated and knows that they'll be treated fairly. Our culture of inclusion is bolstered by our commitment to one another and to ourselves, as well as an unwavering desire to build a better and more just organization.Due to the unique positioning within Genesys Cloud CX R&D, The Development Support Team leads the way in providing strategic and tactical guidance across the platform, playing a vital role in the operational excellence of Genesys Cloud CX. As the technical escalation point for all L3/L4 equivalent engineering support requests, the team is positioned strategically to provide a unique insight into the usage, performance and availability of the platform and individual services which comprise the Genesys Cloud CX product, and the cloud offerings consumed by Genesys’s other product lines and customers. Data collected from multiple reporting streams and customer trouble reports is correlated into metrics and action plans designed to highlight soft spots and speed issue mitigation.Examples of data correlation and their outcomes areProactive and reactive support process improvements to improve SLT/SLA adherenceBug isolation and identification to improve testing methodologies to reduce future escapesSelf Service/automation identification and development to reduce customer capable repetitive tasks from reaching support channelsAs the penultimate platform support organization, the Development Support Team is also responsible for an in-depth understanding of how customer facing features correlate to the microservice backend. This level of technical expertise allows for the efficient resolution of Feature Support Requests regardless of the complexity or the number of services utilized by any feature. Role:The Operations Strategist is expected to proactively engage with other teams to form a coherent effort to support the Genesys Cloud CX Platform and our customers. The Operations Strategist will be engaging with, as example, Customer Success, Product Management, Development, Security, and leadership from each area. This includes revisiting past initiatives and recognizing opportunities for additional engagements to increase quality and overall customer satisfaction. The Operations Strategist will be responsible for working with the Development Support Business Orchestration Process and Reporting team members. The goal will be to align process across all teams such that they are efficient, repeatable, and reportable. Towards that goal the Operations Strategist should have a reasonable understanding of reporting and metrics involved in a support organization.The Operations Strategist will be engaged in global support tool initiatives functioning as a Project/Product Manager assisting in gathering requirements for requested tools and tools upgrades. Additionally providing coordination of engineering activities including development time, testing, and engaging other teams for assistance as needed.The Operations Strategist should be aware of regional data sovereignty requires that may impact operational requirements and processes. Some level of familiarity with legal structures like GDPR, Fedramp, HDs and/or others will play a large role in the Development Support Operation Strategy.The Operations Strategist will be expected to maintain an overwatch posture related to incident management within the Development Support organization. The position is not expected to be provide technical support but will verify and understand the steps necessary for proper engagement of the Development Support team during Platform incidents. The Operations Strategist’s expertise and influence enables greater levels of customer satisfaction through internal and external support capability enhancements, focused training, and process automation across all support channels.Major Responsibilities/Activities:Manage and report on Development Support team operational KPIs, identifying soft spots and managing remediation with peer leadership teams.Become a force multiplier to enable a new level of consistent customer facing and backend team effectiveness in the management and mitigation of customer issues across all environments.Imbed with Dev Support Automation/Technical Team Mgmt. to identify and drive enhancements to support processes and automation efforts.Work with the R&D Service teams, Service Availability, Customer Success (Product Support, Professional Services and Account teams) and Product Management to formalize technical feedback and influence architectural decisions to expand self-supportability capabilities.Partner with Product Management to define engagement process with new feature Beta trial clients and PoC’s to ensure supportability/self-service capabilities and customer readiness.Collaborate with Service Availability and Enterprise team to ensure scalability in the proactive support process for strategic customersJoin Critical Account teams as required.Manage strategic customer technical escalations. Engage with internal and external support channels to review issues and manage their mitigation.Minimum Requirements:Bachelor’s degree in a Computer Science, Computer Technology, or related technical discipline with business experience or in Business discipline with related software or computer sciences experience or relevant experience in related fieldsProven excellence with customer facing activities. Must have a passion for customer satisfaction, and have the ability to manage customer’s needs and expectationsStrong understanding of procedural frameworks including, creation, maintaining and deprecation as well as reporting on the outcomes of the documented processesFamiliarity with Continuous Improvement/Agile methodologiesFamiliarity with Business Intelligence Software such as TableauExcellent communication and presentation skills with ability to share information at all levels of the corporate structureHigh level understanding of Global compliance and regulatory environments and how they can impact a support organizationPossesses demonstrated leadership qualities and self-sufficiencyPrevious Incident Management background or demonstratable understanding of incident managementProven ability to meet critical customer deadlinesMicroservice architecture experience a plusFive years’ experience implementing or supporting complex software applications in SaaS or CCaS#LI-Hybrid#LI-CE1About 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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