Genesys Contact Center

Job Description:

As an Operations Engineer, you will support the operations and manage delivery for production systems and services based on operational requirements and service agreements. Your typical day will involve collaborating with various teams to ensure seamless operations, addressing any issues that arise, and contributing to the overall efficiency of the systems in place. You will engage with stakeholders to understand their needs and provide effective solutions, ensuring that the services meet the expected standards and performance metrics.

Roles & Responsibilities:

- Expected to be an SME.

- Collaborate and manage the team to perform.

- Responsible for team decisions.

- Engage with multiple teams and contribute on key decisions.

- Provide solutions to problems for their immediate team and across multiple teams.

- Facilitate knowledge sharing and best practices within the team.

- Monitor system performance and implement improvements as necessary.

- Assist in the development and execution of operational strategies to enhance service delivery.

Professional & Technical Skills:

- Required Skill: Expert proficiency in Genesys Contact Center Operation.

- Strong understanding of system integration and troubleshooting methodologies.

- Experience with performance monitoring tools and techniques.

- Ability to analyze operational data to identify trends and areas for improvement.

- Familiarity with incident management processes and best practices.

Number of years experiences needed: 5 years