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LeadFull-timeGit
Salary Range
$153,000 - $207,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Genesys Cloud Lead Engineer to join our team at TTEC Digital. This role involves overseeing support ticket activity, managing escalations, and providing client assistance to resolve concerns.
Key Responsibilities
- →Day to day leadership and direction of engineers and resources assigned to PureCloud accounts
- →Assist with management of team utilization while seeking innovative ways to improve operational efficiencies
- →Assess client needs and make configuration recommendations
- →Provide client support for reported issues, concerns, or enhancements
- →Diagnose reported issues through root cause analysis
- →Manage support interactions to ensure adherence to published Support Guidelines
- →QA monitoring of client interactions and surveys
- →Client conference calls and meetings when needed
- →Ensure adherence to processes, procedures, and protocols
- →Lead to KPIs
- →Weekly Team Meetings
- →Create, update, and maintain Support documentation and procedures
- →Assist with staffing needs
- →Provide input with annual performance reviews
- →Mentor and train new and existing staff
- →Assist with on-call rotation/schedule for assigned Genesys Cloud accounts
- →Assist in design, implementation, and delivery of training
- →Technical resource and escalation for Genesys Cloud Engineers, clients, and vendors
- →Manage escalation process and procedures related to assigned Genesys Cloud accounts
- →Manage Genesys Cloud Engineer schedules related to assigned accounts
Requirements
- ✓Genesys Cloud Certification
- ✓Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills
- ✓3+ years of Genesys Cloud technical support experience
- ✓Experience leading a team of technical support professionals
- ✓Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems
- ✓Demonstrated professionalism representing the Company to customers and vendors
- ✓Demonstrated ability to deliver a high level of customer satisfaction
- ✓Demonstrated problem-solving abilities
- ✓Minimum of a High School diploma or equivalent.
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