Cloud System Engineer (Genesys)

Mô tả Công việc

Job Overview

The Sr. Software Engineer, Genesys Cloud Systems will be responsible for delivering expert-level support for CCaaS (Contact Center as a Service) solutions to Galaxy Connect clients within a managed services environment. This role requires extensive experience in contact center services support, coupled with deep proficiency in at least one leading CCaaS platform such as Amazon Connect, Genesys Cloud CX, Google CCAI, or NICE CXone. As a key member of our support team, you will provide comprehensive administration, troubleshooting, incident management, and proactive support to our external clients.

This is a direct client-facing role, demanding a seasoned professional adept at providing application support for CCaaS platforms, messaging platforms, and other cloud or hosted applications as a service. You will serve as a Subject Matter Expert (SME) across multiple CCaaS and messaging platforms, offering both platform operations and support expertise. As a Senior Contact Center and Software Engineer, you will handle direct support, escalation, and resolution for incidents of all severities. You will also be responsible for maintaining accurate client relationship information and Support Desk runbooks, including contacts, processes, and procedures. Regular feedback sessions and Quarterly Business Reviews (QBRs) with clients are essential for maintaining strong client relationships and driving high CSAT scores.

This role is critical for ensuring the continuous support of our contracted managed services clients, maintaining high availability, enhancing CSAT scores, and driving sales growth within existing accounts.

Key Responsibilities

• Provide expert-level technical support for CCaaS platforms, resolving complex issues and ensuring optimal performance.
• Design, configure, and manage cloud contact center processes, including application modifications, workflow adjustments, policy updates, and system integrations (DID numbers/IVR, skill-based routing).
• Serve as a Subject Matter Expert (SME) in at least one major CCaaS platform (Amazon Connect, Genesys Cloud CX, Google CCAI, NICE CXone).
• Manage incident resolution, escalation processes, and follow-through to ensure timely and effective problem resolution.
• Maintain accurate client relationship information and Support Desk runbooks.
• Conduct regular feedback sessions and QBR meetings with clients to ensure satisfaction and identify areas for improvement.
• Monitor and analyze operational KPIs, interpret platform reports, and identify opportunities for optimization.
• Evaluate reporting needs and implement custom reporting solutions as required.
• Ensure adherence to best practices in solution design, security, and data protection, integrating with core client systems.
• Integrate AI solutions. Implement AI into existing software systems to enhance functionality and user experience.
• Conduct software/call center solution testing and support User Acceptance Testing (UAT).
• Contribute to the development and maintenance of solution requirements.
• Understand and support the needs and requirements to run a successful contact center solution.

Yêu Cầu Công Việc

• Proven experience in contact center processes and technologies.
• Strong understanding of IVR, channel flow scripts, CRMs, telecommunications, and skill-based routing.
• Experience with agent scripting, workforce management, and quality management.
• Proficiency in interpreting and explaining platform reports and operational KPIs.
• Hands-on experience with at least one leading CCaaS platform (Amazon Connect, Genesys Cloud CX, Google CCAI, NICE CXone).
• Hands-on experience in AI development, data analysis, and machine learning techniques.
• Strong understanding of call center business operations.
• Excellent problem-solving, communication, and client-facing skills.
• Proficiency in programming languages like Python, Java, and TensorFlow;
• Ability to follow best practices in solutioning and security/data protection and integrate with core system client.
• Experience in conducting software/call center solution testing and supporting UAT.