Deskripsi Pekerjaan
Join TTEC as a Genesys Cloud Managed Services Principal Support Engineer and take the lead in our technical operations. In this key role, you will oversee the end-to-end management of Genesys Cloud support services, handling complex escalations and driving technical excellence across the team. We are seeking a proactive problem solver who thrives in a fast-paced environment and is dedicated to delivering seamless, high-quality customer experiences.
As a Principal Engineer, you will be responsible for mentoring a team of skilled engineers, conducting deep-dive root cause analyses, and implementing preventive measures to ensure platform stability. You will serve as the subject matter expert for Genesys Cloud, collaborating with stakeholders to optimize workflows and enhance service delivery. This is a unique opportunity to shape the technical strategy of a global managed services provider and mentor the next generation of engineering talent.
Tanggung Jawab
- Lead and manage the Genesys Cloud managed services support team, setting technical standards and best practices.
- Handle high-level technical escalations and provide expert-level troubleshooting for complex platform issues.
- Mentor and coach support engineers to enhance their technical skills and career growth.
- Ensure the high availability, stability, and performance of the Genesys Cloud contact center platform.
- Drive root cause analysis (RCA) and implement preventive measures to minimize downtime and recurring incidents.
- Collaborate with cross-functional teams to improve service delivery, operational efficiency, and overall customer satisfaction.
- Develop and maintain comprehensive technical documentation, runbooks, and knowledge base articles.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
- Proven experience as a Principal Engineer, Lead, or Senior Support Engineer in a contact center or IT environment.
- Strong expertise in Genesys Cloud (formerly Genesys PureCloud) architecture, administration, and troubleshooting.
- Solid understanding of VoIP, SIP, and telecommunications protocols.
- Excellent verbal and written communication skills with the ability to explain complex technical concepts clearly.
- Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
- Relevant certifications (e.g., Genesys Certified Professional) are highly preferred.