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?Genesys Professional ServicesSoftware DeveloperInnovations - Expert Apps DevelopmentJob Title: PS Manager – Cloud Application SupportDepartment & Team: Genesys InnovationsJob Reports to: PS DirectorLocation: Chennai/HyderabadApproved by:About Genesys: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.About Genesys Innovations Team:GENESYS Innovations builds solutions that enable our customers to get more value out of their Genesys platforms. The Innovations team’s primary job is to build new, innovative applications using AI and analytics, with the goal of helping our customers effectively and efficiently deliver experience as a service (XaaS).Summary of the Position:Job Purpose: As a vital member of the Custom Application Support Team, the Application Support Manager's role extends beyond addressing customer-reported issues within the Genesys Custom Solutions Practice & Expert App team. In addition to troubleshooting, resolution, and effective communication, this role entails mentoring team members and overseeing their daily tasks. This oversight includes making necessary adjustments to ensure adherence to established procedures and the achievement of predefined service level objectives.Primary Role and DutiesServe as a primary point of contact for customers, managing support requests via phone and email, and advocating for the resolution of application issues.Prioritize, analyze, and resolve problems using available tools, systems, and recommend potential workarounds for identified defects.Provide guidance and mentorship to team members, assisting them in case investigations and offering support to junior team members.Review and coordinate the work performed by other members of the support team.Develop Knowledge Base articles, Root Cause Analysis (RCA) reports, and other support-related materials.Identify opportunities for system and workflow enhancements to improve the team's overall efficiency.Collaborate with Subject Matter Experts (SMEs) within the Custom Solutions and Expert App teams when frontline support cannot resolve an issue.Set accurate expectations for problem resolution and provide timely progress reports to appropriate contacts within partner and customer organizations.Monitor the Cloud Application database and carry out upgrades as needed, following prescribed guidance.Participate in a rotating shift schedule when required.Demonstrate flexibility in work hours, occasionally working outside of regular shifts to facilitate effective communication with stakeholders in critical cases.To succeed in this role, the candidate must demonstrate following skills:Capable of assuming a leadership role within the support team when dealing with critical cases.Possesses robust analytical programming and problem-solving capabilities.Demonstrates the ability to perform effectively under pressure and meet tight deadlines.Exhibits strong teamwork and collaboration skills.Displays extensive technical expertise in the Genesys Cloud Application Support.Proficient in investigating and resolving intricate issues.Has the capacity to work independently on routine tasks and projects with general instructions, requiring minimal guidance.Possesses excellent verbal and written communication skills and can effectively engage with clients, including both business and technical audiences, in the English language.Education:BA or BS in Computer Science or Engineering, or related technical fieldsAWS CertifiedGenesys Cloud ProfessionalPrior work experience:8+ years of customer care experience5+ years of cloud application support experience3+ years of team lead experienceRequired skills and knowledge:Experience working on Genesys Cloud or Genesys Engage platform.Experience working on AWS platform and Lambda functions.Experience 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 plus.Experience with Cloud Application support & Genesys 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 methodologiesPractical experience with best Consulting Services/Project Delivery practices employed in the industry among leading consulting organizations.Experience in supporting Contact Center environments (premise or cloud based) is preferred.Experience with database administration/optimizationIf 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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