Genesys Support Consultant

2 months ago

Cape Town, Western Cape, South Africa Sabio Full time

Genesys Support Consultant - Sabio

Sabio is a prominent global entity and the foremost independent supplier of Contact Centre solutions in the UK. We collaborate with esteemed brands and partners worldwide, assisting them in developing high-quality, secure, and robust platforms and solutions.

At Sabio, we provide the expertise and solutions necessary for our clients to adapt to the dynamic landscape of the industry. Our core offerings revolve around creating cutting-edge real-time communication platforms and integrating contact centre systems. We are passionate about our work; we embrace learning, experimentation, and the pursuit of excellence in our products and customer experiences. Our culture is built on bravery, hard work, and a commitment to quality. We thrive on challenges and encourage a spirit of innovation.

This role is technical in nature, providing support to various enterprise clients under a managed service agreement. The Genesys Support Consultants will possess prior experience with Genesys Cloud applications and relevant support methodologies. The successful candidate will collaborate with the Genesys Support team on proactive maintenance, troubleshooting, and automation initiatives.

Key Responsibilities

Serve as a technical authority, coordinating and executing technical investigations with assistance from the service desk and other internal and external resolver groups within established escalation timelines to support colleagues and meet SLA commitments.Deliver 2nd and 3rd line technical support by conducting analytical problem-solving research and testing activities to resolve or fulfill requests at an advanced level, ensuring resolution and workaround targets are met.Maintain professional and courteous communication with customers and colleagues throughout the support request process to achieve CSAT objectives and contractual SLAs.Accurately and promptly input detailed information into all support management tools to assist colleagues and provide precise management information to meet service delivery quality standards.Document and implement complex change requests to configure and execute modifications on customer and internal systems, ensuring deliverables are met and knowledge is shared within the team.Commit to ongoing self-development and learning to uphold the intermediate skills and knowledge necessary for delivering Sabio's support services.Engage in knowledge sharing with colleagues and the broader organization by updating our ITSM Knowledge Base and providing training and mentorship to junior engineers.Review and revise existing technical design documentation to support service delivery and facilitate the transition management process.Continuously seek innovative methods of working that enhance effectiveness.Occasionally undertake additional reasonable duties and responsibilities as assigned by your manager or designated personnel.Adhere to all reasonable and lawful instructions provided by the company at all times.

Skills, Knowledge, and Expertise

Previous experience with Genesys Contact Centre solutions, particularly Genesys Engage.Familiarity with ITIL principles.Comprehensive understanding of the Genesys Engage framework and voice building blocks and configurations.Desirable: knowledge of Genesys Cloud specialist areas such as Scripting, Outbound, Architect, etc.Exceptional communication (both written and verbal) and interpersonal skills.Able to mentor junior engineers and convey knowledge in a professional and courteous manner.Desirable Qualifications/CertificationsGenesys Engage, Genesys Cloud, SNOW.Genesys Cloud CX: Professional Certification.Genesys – Certified Framework 8, Routing and Reporting.

Benefits

This is an opportunity to join a friendly and passionate team that encourages personal and professional growth within the company.

Benefits may include:Remote/Flexible work options.Private health coverage.18 or 23 days of paid holiday per year, depending on seniority (including three Sabio days).Access to LinkedIn Learning.Connectivity Allowance (for cellphone or home internet, or a combination based on personal preference).

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