Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Title: Sr. PS Consultant
Department & Team: CSS / Custom Application Support (CoE)
Reports to: Sr. PS Manager: Raymond Roces
Location: Philippines
Summary of the Position:
As part of the Custom Application Support Team, the Application Support Analyst will be responsible for the troubleshooting, resolution, and communication of customer issues reported to the Genesys Custom Solutions Practice & Expert App teams.
Primary Role and Duties:
- Act as a customer liaison handling phone and email support requests, a front-line advocate for the resolution of application issues in the capacity of L1 / L2 / L3 engineer depending on the assigned portfolio
- Triage, reproduce, and resolve problems using available systems and tools, and recommend potential workarounds for identified defects.
- First line of support to identify the root cause of an application malfunction.
- Create Knowledge Base articles, RCA report, and other support related collateral.
- Interface with Custom Solutions’ Subject Matter Experts & Expert App team when the problem cannot be resolved at a frontline support level.
- Help set the correct problem resolution expectations and to provide timely progress reports to the appropriate contacts within our partner and/or customer organizations.
- Monitor Cloud Application database and perform upgrades with prescribed guidance whenever needed.
- Participate in a shift roster as necessary.
- Ability to have flexible work schedule and at times work outside of normal shift hours to accommodate effective communication with stakeholders on Critical cases.
To succeed in this role, the candidate must demonstrate following skills:
- Solid analytical programming fundamentals and problem-solving skills.
- Must be able to cope under pressure and work on stringent timelines.
- Strong team player.
- Strong technical knowledge on Cloud Application Support.
- Ability to get to investigate and resolve complex issues.
- Ability to work independently on routine duties or projects with general instructions on new assignments with minimal guidance.
- Good 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 fields.
Prior work experience:
5 years or more experience in application support for commercial software applications built around development stacks such as C++, Java, and .NET (VB, ASP and C#) and smilar environments.
Required skills and knowledge:
- Experience in web application development methodologies.
- Solid understanding of web architecture is a MUST.
- Experience with UNIX/LINUX operating environments at the system administrator level.
- Experience in using and troubleshooting AWS using tools such as Cloudwatch, etc..
- Working knowledge of developing customized, technical solutions.
- Technical know-how of Genesys platform solutions would be an added advantage.
- Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs is a BIG plus.
- Experience with Cloud Application support & Cloud API integrations.
Desirable skills in one or more of the following areas:
- Good practical experience with Development methodologies.
- Experience in the Genesys Cloud platform.
- Practical experience with best Consulting Services/Project Delivery practices employed in the industry among leading consulting organizations.
- Needs to meet SLA contracts with customers and sometimes juggle many concurrent issues.
- Strong analytical and troubleshooting skills with attention to detail.
- Strong sense of ownership with the ability to take control of difficult and/or chaotic situations.
- Experience in supporting contact center environments (premise or cloud-based) is preferred.
- Can handle high-stress situations.
#LI-NR1
#LI-Hybrid
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About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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 reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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 equity 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.
