Genesys Support Engineer

2 days ago


Dubai, Dubai, United Arab Emirates Robinson & Co (Singapore) Pte Ltd Full time

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive regional businesses headquartered in Dubai. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

The role involves maintaining the latest Genesys contact centre solutions including SIP Integration, IVR, Inbound, Outbound, Multichannel routing, GVP, Reporting, GIR, QM, WFM, e-Services, and assisting customers with migration from Genesys Engage to Genesys Cloud. Key responsibilities include providing 24/7 support, participating in shift/on-call roster, completing ownership of tickets assigned, and providing regular updates about issues to stakeholders involved.

Job Description
  • Support & Maintenance:
  • Provide timely resolution for reported issues,
  • Plan and perform infrastructure maintenance & upgrades for CTI infrastructure,
  • Collaborate with subject matter experts and Customer Infrastructure teams in troubleshooting and resolving issues,
  • Develop and implement processes to reduce manual operations / automate routine operational activities,
  • Actively participate in severity 1 & severity 2 production impacting issues,
  • Maintain a stable environment by tuning the apps and environment,
  • Identify the pain areas in the architecture and suggest & implement improvements,
  • Ensure system compliance with all audit and compliance regulations,
  • Keep up with product releases and learn the new features/functionalities
  • Service Delivery:
  • Provide the complete service interface with the clients / stakeholders and the management,
  • Ensure customer satisfaction with the 24x7 support,
  • Ensure excellent documentation management and day-to-day activities are undertaken to the required standards,
  • Assist with the preparation, coordination, and updating of business reports,
  • Provide a high level of collaboration to support and assist other departments and senior managers whenever needed,
  • Document the environment and operational procedures
  • People Management:
  • Manage, train, and motivate the staff within the department according to company procedures, policy and employment law,
  • Develop internal staff motivation and coaching sessions with a specific aim to improve staff presentation techniques to third parties,
  • Employ and supervise both internal and external resources


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