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 Purpose: As part of the Custom Application Support Team, the Application Support Senior Analyst/Team Lead’s responsibility will not be limited to troubleshooting, resolution, and communication of customer issues reported to the Genesys Custom Solutions Practice & Expert App team. The team lead will also need to mentor and monitor daily workload of team members and make adjustments to ensure correct procedures are followed to meet defined service level targets.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 defectsMentor team members on case investigation and provide support to junior resourcesValidate and coordinate the work of others on support teamCreate Knowledge Base articles, RCA report, and other support related collateralIdentify system and workflow improvements to enhance team’s efficiencyInterface with Custom Solutions’ Subject Matter Experts & Expert App team, when the problem cannot be resolved at frontline support levelHelp set the correct problem resolution expectations and 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:Able to lead support team during investigation of critical casesSolid analytical programming and problem-solving skillsMust be able to cope under pressure and work on stringent timelinesStrong team playerStrong technical knowledge on Genesys Engage platform and Cloud Application SupportAbility 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 fieldsPrior work experience:5+ years of customer care experience2+ years of team lead experienceRequired skills and knowledge:Experience working on Genesys Engage or Genesys Cloud or PureConnect platformExperience in web application development methodologies. Solid understanding of web architectureExperience with UNIX/LINUX operating environments at the system administrator levelWorking knowledge of developing customized, technical solutionsExperience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs is a BIG plusExperience with Cloud Application support & Cloud APIsHands on experience with commercial software development in C++, Java, and .NET (VB, ASP and C#) languages and environmentsDesirable Skills in one or more of the following areas:Good practical experience with Development methodologiesExperience working on AWS platform and Lambda functionsPractical experience with best Consulting Services/Project Delivery practices employed in the industry among leading consulting organizationsExperience in supporting Contact Center environments (premise or cloud based) is preferred.About 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.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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