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2024-03-16

Senior Genesys Cloud Engineer

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

This position serves as lead engineer for new implementation projects, upgrades, support escalations and MAC work.  Installations may be new systems, upgrades to existing systems or replacement of components. Genesys Cloud Engineers may serve as an escalation point for Support either remote or onsite. Traveling and working after hours is an essential part of this position.  This position will work closely with vendor support to remedy any ongoing system or software problem and keep change logs updated.  Additionally, Genesys Cloud Engineers provide preventative maintenance as required, perform system back-ups, participate in vendor meetings and act as a technical resource to project management and sales staff.  

 

What You'll Be Doing

 

    • Demonstrates professionalism and leadership in representing TTEC Digital to customers and vendors.
    • Utilizes high level expertise to address more difficult situations, both from a technical and customer service perspective.
    • Provides support and guidance to more junior team members, particularly for challenging and sensitive assignments.
    • Assesses customer needs and makes configuration recommendations.
    • Setup and configuration from a selection of Genesys products, as well as other select vendors, for our client base.
    • Opens and/or manages vendor support tickets.
    • Interacts closely with Project Management to deliver projects that are done on time and on budget.
    • Handles Project Management duties for select projects, including: Meeting with customers to review project scope and validate design, Determining tasks to be completed and completing data collection, Maintaining issues and change log, Coordinating with management on out of scope requests and change orders, Following up to ensure timelines and project requirements have been met.
    • Serves as technical escalation point for the Support Department.
    • Provides on-site and remote technical training to our client base.
    • Provides on-site go-live and post-live support to our client base.
    • Provides technical guidance and subject matter expertise to customers and other TTEC Digital departments.
    • Updates Genesys Cloud configuration to reflect changes in system configuration.
    • Conducts system set-up as required.
    • Performs complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.
    • Initiates billing processes as required.
    • Provides assistance to fellow team members when needed.
    • Coordinates and manages after hours go-live activity where required.
    • Provides technical pre-sales engineering assistance as needed.
    • Travel and after-hours work required.

 

What You'll Bring to the Role

 

    • Minimum of 2 years experience with Genesys Cloud installation and configuration.
    • 1+ year experience in the Information Technologies Field.
    • 2+ years proven track record in telephony, networking or IT industry.
    • 3+ year experience deploying, testing, and supporting telephony projects in a customer facing environment.
    • Genesys Cloud Certification
    • Understanding of Genesys Cloud to be able to identify problems and provide a remedy.
    • Detailed understanding of integrations.
    • Ability to self-manage assignments to deliver expected work on time and budget. 
    • Adept at building and maintaining strong relationship with clients and team members, as well as possessing a positive and collaborative attitude
    • Demonstrates concern for meeting client needs in a manner that provides satisfaction and excellent results.
    • Ability to work with teams ranging from business to technical.
    • Attention to detail and thoroughness, with the ability to follow instructions.
    • Demonstrated critical thinking, analytical, creative and problem-solving skills.
    • Excellent written and verbal communication skills
    • Excellent organizational skills for organizing workflow, setting priorities and meeting deadlines
    • Ability to adapt quickly to changing technology.
    • Broad experience with VoIP, Networking and Telecom products and solutions.

 

What You Can Expect

 

    • The anticipated range for individuals expressing interest in this position is $80,000 - $130,000. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. This position is eligible to participate in an incentive program.
    • Benefits available to eligible employees include
    • Medical, dental, and vision 
    • Tax-advantaged healthcare accounts
    • Financial and income protection benefits
    • Paid time off (PTO) and wellness time off
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About Us
TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital.
 
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
 
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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