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 Description 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. 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, 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 correction Self Service/automation identification and development Abusive access/Bad actor management Role: Cloud Development Support Engineer is responsible for product engineering, platform subject matter expertise and advocacy within their assigned taxonomy domain, encompassing our Digital, Core, WEM, Voice and AI R&D teams. In addition to technical competencies, the Development Support Engineer’s expertise enables internal and external support enhancements, focused training, and mentoring to technical resources across their support channels and within their team. The Development Support Engineer serves as technical advisor to solve complex product and service/platform issues within their given domain as part of a dynamic team in a very technologically demanding 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 to support channels and within their team 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 production.Provide training and education within their assigned technical domain to their support channels and within their teams Serve as a technical advisor on complex issues to support channel and Development Support 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 Products Supports on-call rotation to ensure 24x7x365 Sev 1 issue mitigationDocumentation of troubleshooting step and tasks associated with their assigned technical domain Minimum Requirements:Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experienceProven excellence with customer facing activities. Must have a passion for customer satisfaction, and have the ability to manage customer’s needs and expectations Expert technical knowledge, understanding, and experience in assigned technical domain Two years’ experience implementing or supporting complex software applications in SaaS or CCaaS Microservice architecture experience a plusExcellent communication and presentation skillsDemonstrated ability to exercise judgment to determine appropriate solutions to customer technical issuesPossesses demonstrated leadership qualities and self-sufficiencyProven ability to meet critical customer deadlines3+ years’ experience troubleshooting VoIP/SIP issues including the following SIP RTP/SRTPQoSWebRTC a plus3+ years’ experience troubleshooting TCP/IP network issues including the following TCP/UDP connectivity DNS Routing Packet loss/Delayed Packets Strong understanding of IPv4 and IPv6 networking fundamentals Familiarity using Wireshark to diagnose network issues Experience calling API’s via Postman/Swagger Polycom/Audiocodes experience a plus To be eligible to apply for this role you must have work rights in Australia.#LI-GR1#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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