Sr. Technical Support Engineer (Reporting & Analytics)

Customer Support
18000011 Requisition #
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About us: Genesys is the world’s leading provider of customer service and contact software — with more than 4,700 customers in 120 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today’s customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-channel customer service – and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees.


We are looking for a talented Engineer to join Genesys Customer Care team!


Summary of the Position:

Our candidate will be responsible for providing technical support for Genesys Reporting and Genesys Management Framework suites, as part of the wide list of products developed and maintained by Genesys. Both suites consist of multiple components, running in client-server architecture, using a variety of protocols, processing data from raw format to a level ready for reports to be built on, monitoring health check of the whole environment, providing components with access to configuration information that may consists hundreds of thousands of objects, distributed and virtualized, supported on major databases and major platforms.


The position requires:

  • Deep and genuine desire to help people– either customers, who run Genesys suite, or your colleagues


  • Provide top quality technical support assistance that would:

  • Drive reported issues to resolution;

  • Make customers happy;

  • Create ultimate experience for customers as well as within the Company.

Qualifications/Skills Required and Preferred:

  • Good communication and organizational skills;

  • Strong analytical and troubleshooting skills with attention to detail;

  • Strong sense of ownership with ability to take control of difficult and/or chaotic situations

  • Ability to handle high stress situations

  • Possess a degree in Computer Science/Engineering or related technical fields or equivalent experience

Experience with the following technologies:

  • RDBMS (Oracle, MS-SQL, PostgreSQL)

  • Networking fundamentals and protocols (e.g. TCP/IP, DHCP, Telnet, etc.)

  • experience with Unix/Linux and Windows operating systems

Experience with the following is a plus:

  • Genesys Solutions (Framework & Reporting)

  • MicroStrategy

  • SAP Business Intelligence (BI) Tools & Software

  • Telephony (SIP, PBX)


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, disability, veteran status, and other protected characteristics.



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