Technology Support Engineer
Core
Resolve incidents and problems across multiple business system components to ensure operational stability, create and implement Requests for Change (RFC), and update knowledge base articles.
Role type
Senior Technology Support Engineer (Genesys Cloud CX)
Builds
Operational stability for business system components
Domain
IT Operations / Customer Experience Platforms
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Genesys Cloud CX proficiency, incident management, change management (RFC), knowledge base documentation, vendor collaboration, complex system troubleshooting
Preferred skills
Team leadership, mentoring, cross-functional stakeholder management
Technologies
Genesys Cloud CX
Responsibilities
Resolve incidents and problems affecting business system components, create and execute Requests for Change, update knowledge base articles, collaborate with vendors and service management teams, mentor junior team members, oversee change implementation to minimize disruption
Seniority
Senior, hands-on IC with team leadership responsibilities
