Genesys Expert Support Specialist

3 days ago


Dubai, Dubai, United Arab Emirates Al Futtaim Private Company (LLC) Full time

As a Genesys support specialist, you will be responsible for providing expert-level technical support to our customers, identifying and resolving complex technical issues, and collaborating with internal teams to ensure seamless service delivery.

The ideal candidate will have a solid understanding of Genesys technology, including Genesys Engage and Genesys Cloud, and be able to work effectively in a fast-paced environment.

Main Responsibilities:
  • Provide advanced technical support to customers via phone, email, or remote sessions.
  • Diagnose and resolve complex technical issues related to Genesys software and hardware.
  • Develop and maintain documentation to support technical processes and procedures.
  • Participate in on-call rotations to provide after-hours support.
Requirements:
  • A minimum of 5 years of experience in installation and maintenance of Genesys Contact Center Solutions.
  • A minimum of 3 years of experience leading solution delivery activities at customer sites.
  • A minimum of 3 years of experience managing a team of Genesys consultants.
  • A minimum of 3 years of experience in Contact Center Integration with SBC, Gateways, etc.
Technical Skills:
  • Hands-on experience with all modules of Genesys Engage & Cloud.
  • Ability to manage and support Genesys SIP, IVR, Multichannel Routing, eServices, Call Recording & QM, WFM, Pulse & GCXI.
  • Expert-level technical skills in Genesys Screen Recording, Solution Design and Implementation, Multimedia (E-Mail, Chat) Routing, Inbound, Outbound Implementation, Voice Platform 7.x and 8.x, Routing Development (IRD & SCXML), Call Center Reporting (Infomart, Call Center Analyzer), and Troubleshooting Genesys solutions and Production Issues.


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