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?Sr. Engineer, Cloud Development Support Overview: The Dev Support team leads from a crucial position within the Genesys Cloud R&D organization. As the technical escalation point for all L3/L4 equivalent engineering support requests and critical account Priority 1 issues, we are positioned strategically with a unique insight into the usage, performance and availability of the platform and individual services which comprise our product and services provided to other product lines. We collect and correlate data from multiple reporting streams and customer trouble reports into metrics and action plans designed to highlight soft spots and speed issue mitigation.Bug isolation, identification, and correctionSelf Service/automation identification and developmentAbusive access/Bad actor managementThe Role: You will be responsible for product engineering, platform subject matter expertise and advocacy within an assigned taxonomy domain, encompassing our Digital, Core, WEM, Voice and AI R&D teams.In addition to technical competencies, your expertise enables internal and external support enhancements and focused training to technical resources across support channels. You will act as a technical advisor to solve complex product and service/platform issues within your domain, as part of a dynamic team in a very technologically challenging environment. A high degree of initiative and empathy is required with customers, support channels, R&D service teams, Product Managers and peer team members.Major Responsibilities/Activities:Serve as a technical/consultative escalation point for Priority 1 incidents in identified critical accountsServe as a technical/consultative escalation point for support channels for Bug mitigation, Platform issues and advanced micro-service knowledge. Partner with Dev Support Automation/Development engineers to identify and drive support automation efforts.Partner with R&D service teams from their assigned technical domain to provide continuous free flowing communications and improvements in issue/bug resolutionsProvide feedback loop to testing teams within their assigned technical domain to prevent future code defect escapes to productionProvide training and education within their assigned technical domain to their support channelsServe as a technical advisor on complex issues to support channel engineers within a given technical domainKeeps current on general platform/architecture across the Genesys Cloud product line, associated AWS hosted services, and related hybrid solutions for all Genesys ProductsSupports on-call rotation to ensure 24x7x365 Sev 1 issue mitigationDocumentation of troubleshooting step and tasks associated with their assigned technical domain What you will bring to the role:Bachelor’s engineering degree in a Computer Science, Information Technology, related technical discipline, or equivalent professional technical experience.Experience implementing or supporting software applications.Previous experience with customer facing activities. Must have a passion for customer satisfaction, and have the ability to manage customer’s needs and expectations.Knowledge of a modern programming language e.g. Java, Python, JavaScriptPrevious scripting experience with e.g. Python.Experience working with REST APIs.Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues, within at times critical deadlines.Excellent communication and presentation skillsPossesses demonstrated leadership qualities and self-sufficiencyBeneficial but not must have experience would include:Experience implementing or supporting complex software applications in SaaS or CCaSMicroservice architecture experienceKnowledge or hands on experience with Cloud, ideally AWS.Our Benefits:Flexible work schedules and work from home optionsDevelopment and career growth opportunitiesExcellent pension schemeBonus schemeHealth InsuranceIncome Protection & Life AssuranceFamily friendly leave allowances, including paid maternity and paternity leave.#LI-Remote#LI-HybridIf 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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