Genesys Sr. Support Engineer

1 day 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, privately held regional businesses headquartered in Dubai, United Arab Emirates. 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. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

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.

Overview of the role:

The Genesys Engineer will be responsible for maintaining the latest Genesys contact centre solutions including, but not limited to Genesys Engage platforms (including SIP Integration, IVR, Inbound, Outbound, Multichannel routing, GVP, Reporting, GIR, QM, WFM, e-Services), and Genesys Cloud Platform (Voice & Digital Channels), and assist customers with migration from Genesys Engage to Genesys Cloud.

What you will do:

Support & Maintenance

  • Provide 24/7 support and participate in a shift/on-call roster as necessary, to provide support coverage outside of standard business hours.
  • Complete ownership of the tickets assigned and provide the RCA/permanent resolution.
  • Act as SPOC for key clients in handling Customer Communications and also responsible for providing timely resolution for reported issues.
  • Provide regular updates about the issues to the stakeholders involved.
  • 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.

Required skills to be successful:

  • Leadership, management and "can do" attitude.
  • Team player and flexibility.
  • Results oriented.
  • Excellent interpersonal and communication (written and oral) skills.
  • Commercial acumen.
  • Change management ability.
  • Risk management and mitigation.
  • Communication & influencing at all levels – internal and external.
  • Strong eye for detail and understanding of the value in process.

What Equips you for the role:

Minimum Qualifications and Knowledge:

  • Education:
  • Certifications:
  • Experience:
    • Minimum 5 years of experience in installation and maintenance of Genesys Contact Center Solutions.
    • Minimum 3 years of experience in leading the solution delivery activity at customer sites.
    • Minimum 3 years of experience in leading a team of Genesys consultants.
    • Minimum 3 years of experience in Contact Center Integration with SBC, Gateways, etc.

Technical Skills:

  • Experience in all modules of Genesys Engage & Cloud.
  • Manage and support Genesys SIP, IVR, Multichannel Routing, eServices, Call Recording & QM, WFM, Pulse & GCXI.
  • Hands-on experience of installation and configuring Genesys applications.
  • Ability to conduct L2/L3 level troubleshooting on Genesys Modules.
  • Genesys certified in CIM troubleshooting for support.
  • Knowledge of Genesys Connect will be an added advantage.
  • Expert level of technical skills in:
    • Genesys Screen Recording.
    • Genesys Solution Design and Implementation Skills.
    • Genesys Multimedia (E-Mail, Chat) Routing.
    • Genesys Inbound, Outbound Implementation.
    • Genesys Voice Platform 7.x and 8.x.
    • Genesys Routing Development (IRD & SCXML).
    • Genesys Call Center Reporting (Infomart, Call Center Analyzer).
    • Troubleshooting Genesys solutions and production issues.

Additional Skills:

  • Knowledge of ITIL Process & Tools. ITIL Certification will be a plus.
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