Technical Support Engineer -Telephony

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Technical Support Engineer - Telephony

Join a dynamic and supportive team as a Technical Support Engineer, where you will play a critical role in ensuring the success of our customers by resolving technical issues effectively and efficiently. You will interact with customers via phone, email, chat, and case management tools to troubleshoot issues and provide timely resolutions. Your efforts will ensure the proper operation of the Genesys Cloud platform, empowering customers to achieve their business objectives. Collaboration with internal teams and adherence to service level targets are key components of this role.

Responsibilities:

· Act as the primary contact for customers facing technical issues, providing exceptional support through phone, email, chat, and shared screen sessions.

· Diagnose and resolve customer issues by investigating logs, replicating problems, and troubleshooting complex systems.

· Collaborate with internal teams (R&D, QA, Technical Publications, Technical Account Management, Platform Operations) to resolve support cases.

· Lead and organize conference calls during customer-affecting service interruptions.

· Maintain empathy and provide clear status updates and resolutions during customer interactions.

· Proactively monitor incident trends to anticipate and address potential problems.

· Update the Knowledge Base with solutions for future reference.

· Ensure service level targets for case response times are consistently met.

· Participate in shift and on-call rotations as needed to provide 24/7 support coverage.

· Continuously develop expertise in Genesys products through training and hands-on experience.

Requirements:

General Technical Support Engineer Requirements:

· Solid understanding of customer experience in the contact center industry, including managing interactions over phone, email, chat, and social media.

· Familiarity with automating customer interactions using IVR, text/speech recognition, bots, and artificial intelligence.

· Proven proficiency in troubleshooting complex systems and conducting thorough research to resolve issues.

· Excellent written and verbal communication skills; must be fluent in both English and Spanish.

· Exceptional interpersonal skills, with an emphasis on active listening and rapport-building.

· Strong documentation skills and the ability to present ideas in a user-friendly, business-oriented manner.

· Bachelor’s degree in Computer Science, Computer Technology, a related technical discipline, or equivalent professional experience.

· Comfortable working in a fast-paced, high-pressure environment with strict deadlines.

Specialized Requirements for Telephony Platform Technical Support Engineers:

· In-depth knowledge of SIP, WebRTC, VoIP, and expertise in PCAP analysis and troubleshooting call quality.

· Familiarity with media gateways, Session Border Controllers (SBCs), NAT traversal, firewalls, and information security principles.

· Ability to troubleshoot packet loss, delay, jitter, and audio issues, including a working understanding of audio CODECs.

· Experience with contact center technologies, such as CTI, PBX, ACD, IVR, CRM, and web technologies (HTTP/XML/ASP/JSP).

· Knowledge of web servers and their configurations in contact center environments.
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About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.