Deskripsi Pekerjaan
Join Accenture's elite team as a Senior Genesys Cloud Support Engineer, where you'll drive innovation in customer experience technology. As a Technical Lead, you'll be the cornerstone of our support operations, resolving complex Genesys Cloud CX platform challenges while mentoring junior engineers. This hybrid role combines deep technical expertise with leadership responsibilities, making it ideal for professionals passionate about cloud communications and service excellence.
In this position, you'll architect solutions for Fortune 500 clients, optimize system performance, and implement cutting-edge support methodologies. Your impact will extend beyond incident resolution to include knowledge sharing, process improvement, and strategic technical guidance. If you're ready to elevate your career in a dynamic environment where technology meets transformation, this is your opportunity to shape the future of customer experience with global industry leaders.
Tanggung Jawab
- Lead Tier 2/2.5 technical support for Genesys Cloud CX platform incidents
- Develop and implement advanced troubleshooting methodologies for complex system issues
- Mentor junior engineers through knowledge sharing and technical guidance
- Collaborate with cross-functional teams to resolve escalated customer problems
- Document technical procedures and create comprehensive knowledge base articles
- Monitor system performance and proactively identify optimization opportunities
- Contribute to continuous improvement of support SLAs and KPIs
Kualifikasi
- 5+ years of experience in technical support with Genesys Cloud or similar contact center platforms
- Proven leadership experience mentoring technical teams in IT operations
- Expert knowledge of Genesys Cloud architecture, APIs, and integrations
- Strong problem-solving skills with complex system diagnostics experience
- Relevant certifications (Genesys Cloud, AWS/Azure, ITIL) preferred
- Excellent communication skills for technical and non-technical stakeholders
- Bachelor's degree in Computer Science, IT, or related field