📁
Customer Care
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210000UQ Requisition #

Location: Remote, (US)

The Senior Engineer, Cloud Development Support is responsible for product engineering, platform subject matter expertise and advocacy within their assigned taxonomy domain, encompassing our Digital, Core, WEM, Voice and AI R&D teams. In addition to technical competencies, the Development Support Engineer’s expertise enables internal and external support enhancements, focused training, and mentoring to technical resources across their support channels and within their team. The Development Support Engineer serves as technical advisor to solve complex product and service/platform issues within their given domain as part of a dynamic team in a very technologically demanding environment. A high degree of initiative and empathy is required with customers, support channels, R&D service teams, Product Managers and peer team members.

 

Major Responsibilities/Activities:

  • Serve as a technical/consultative escalation point to support channels and within their team for Bug mitigation, Platform issues and advanced micro-service knowledge.
  • Partner with Dev Support Automation/Development engineers to identify and drive support automation efforts.
  • Partner with R&D service teams from their assigned technical domain to provide continuous free flowing communications and improvements in issue/bug resolutions
  • Provide feedback loop to testing teams within their assigned technical domain to prevent future code defect escapes to production
  • Provide training and education within their assigned technical domain to their support channels and within their teams
  • Serve as a technical advisor on complex issues to support channel and Development Support engineers within a given technical domain
  • Keeps current on general platform/architecture across the Genesys Cloud product line, associated AWS hosted services, and related hybrid solutions for all Genesys Products
  • Supports on-call rotation to ensure 24x7x365 Sev 1 issue mitigation
  • Documentation of troubleshooting step and tasks associated with their assigned technical domain

Minimum Requirements:

  • Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
  • Proven excellence with customer facing activities. Must have a passion for customer satisfaction, and have the ability to manage customer’s needs and expectations
  • Technical knowledge of IVR and ACD.
  • Two years’ experience implementing or supporting complex software applications in SaaS or CCaaS
  • Microservice architecture experience a plus
  • Excellent communication and presentation skills
  • Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues
  • Possesses demonstrated leadership qualities and self-sufficiency
  • Proven ability to meet critical customer deadlines
  • Experience coding in a modern programming language a plus, extensive scripting or defined plan to learn a programming language desired

 

Benefits 

  • Medical, Dental, and Vision Insurance
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance 
  • Infertility treatments

See more Genesys benefits information at https://mygenesysbenefits.com/ 

 

Covid-19:

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 

 

About Genesys:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Serviceā„  so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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