ps consultant - custom Application SupportGenesys

Job Title: PS Consultant
Department & Team: CSS / Custom Applications Support (CoE)
Reports To: Senior PS Manager
Location: Manila
Summary of the Position
Job Purpose:
As part of the Custom Application Support Team, the Application Support Analyst will be responsible for the troubleshooting, resolution, and communication of customer issues reported to the Genesys Custom Solutions Practice & Expert App team.
Primary Role and Duties
Act as a customer liaison handling phone and email support requests, a front-line advocate for the resolution of application issues
Triage, reproduce, and resolve problems using available systems and tools, and recommend potential workarounds for identified defects
First line of support to identify the root cause of an application malfunction
Create Knowledge Base articles, RCA report, and other support related collateral.
Interface with Custom Solutions' Subject Matter Experts & Expert App team, when the problem cannot be resolved at a frontline support level
Help set the correct problem resolution expectations and to provide timely progress reports to the appropriate contacts within our partner and/or customer organizations
Monitor Cloud Application database and perform upgrades with prescribed guidance whenever needed
Participate in a shift roster as necessary
Ability to have flexible work schedule and at times work outside of normal shift hours to accommodate effective communication with stakeholders on Critical cases
To succeed in this role, the candidate must demonstrate following skills:
Solid analytical programming and problem-solving skills
Must be able to cope under pressure and work on stringent timelines
Strong team player
Strong technical knowledge on Cloud Application Support
Ability to get to investigate and resolve complex issues
Ability to work independently on routine duties or projects with general instructions on new assignments with minimal guidance
Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must.
Education:
BA or BS in Computer Science or Engineering, or related technical fields
Prior work experience:
2 years or more of commercial software development experience in C++, Java, and .NET (VB, ASP and C#) languages and environments
Required skills and knowledge:
Experience in web application development methodologies. Solid understanding of web architecture
Experience with UNIX/LINUX operating environments at the system administrator level
AWS Lambda
Working knowledge of developing customized, technical solutions
Technical know-how of Genesys platform solutions would be an added advantage
Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs is a BIG plus
Experience with Cloud Application support & Cloud APIs
Desirable Skills in one or more of the following areas:
Good practical experience with Development methodologies
Experience on PureConnect and Genesys Cloud platforms
Practical experience with best Consulting Services/Project Delivery practices employed in the industry among leading consulting organizations
Needs to meet SLA contracts with customers and sometimes juggle many concurrent issues.
Strong analytical and troubleshooting skills with attention to detail
Strong sense of ownership with ability to take control of difficult and/or chaotic situations
Experience in supporting contact center environments (premise or cloud based) is preferred.
Can handle high stress situations
Job Location
Manila, Philippines
Position Type
Full-Time/Regular
#LI-RS1
Covid-19
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
About Genesys:
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a ServiceSM, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit .
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Genesys

Manila City, Metro Manila
Permanent
Full-time