Genesys Support Consultant

3 weeks ago

Cape Town, Western Cape, South Africa Sabio Full time

Technical Support Specialist - Genesys

Sabio is a prominent global organization and the foremost independent supplier of Contact Centre solutions in the UK. We collaborate with renowned 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 constantly evolving landscape. Our core products and knowledge primarily focus on creating cutting-edge real-time communication platforms and integrating contact centre systems. We are passionate about our work, eager to learn, experiment, and build superior products while delivering exceptional customer experiences using the best tools available. Our culture is defined by bravery, hard work, and a commitment to quality. We embrace challenges and encourage innovation.

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

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, adhering to escalation timelines to support colleagues and meet SLA targets.
  • Provide 2nd and 3rd line technical support, engaging in analytical problem-solving research and testing activities to resolve or fulfill requests at an advanced level, meeting resolution and workaround targets.
  • Communicate with customers and colleagues in a professional and courteous manner 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 MI, ensuring quality standards for service delivery.
  • Document and implement complex and significant change requests to configure and execute modifications on customer and internal systems, meeting change deliverables and facilitating knowledge sharing within the team.
  • Commit to continuous self-development and learning to maintain the intermediate skills and knowledge required to deliver 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 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 person(s).
  • Adhere to all reasonable and lawful instructions provided by the company at all times.

Skills, Knowledge, and Expertise

  • Prior experience with Genesys Contact Centre solutions, particularly Genesys Engage.
  • Familiarity with ITIL.
  • In-depth understanding of the Genesys Engage framework and voice building blocks and configuration.
  • Desirable: knowledge of Genesys Cloud Specialist areas such as Scripting, Outbound, Architect, etc.
  • Exceptional communication (both written and oral) and interpersonal skills.
  • Able to mentor junior engineers and convey knowledge professionally and courteously.
Desirable Qualifications/Certifications
  • Genesys 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 will inspire you to learn and advance your career within the company.

Benefits may include:
  • Remote/Flexible work arrangements.
  • 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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