Technical Support manager - genesysCardinal Health

Job Description
Key Responsibilities:
Responsible for all the P1s and P2s analysts that provide end user support of the Genesys Cloud environment.
Be the escalation point by the analysts in resolving customer issues, questions, or concerns regarding the Genesys Cloud platform such as but not limited to moves, adds, and changes within Genesys Cloud and document these in our ServiceNow helpdesk software.
Work with our Genesys Cloud support partner to escalate and resolve individual or system wide issues in a timely manner.
Support the analysts in monitoring to proactively detect and alert on Genesys Cloud issues and errors.
Responsible for all the people management administrative tasks such as site compliance, screening of candidates, reviewing and evaluating assigned staff and other management tasks as may be deemed necessary.
Required Qualifications
10 or more years overall profession experience with at least 5 years people or team supervision experience.
Past experience in technical troubleshooting
Team supervision or management of a technical support group
Strong English communication, problem solving and analytical skills
Bachelor's Degree in related field or equivalent work experience
Desired Qualifications
Genesys Cloud support experience.
Genesys Cloud certifications.
Knowledge of contact center technology and terminology.
Knowledge of voice technologies like SIP and WebRTC.
Knowledge of e-mail, chat, and SMS technologies.
Experience in supporting capabilities for Omni-Channel - queuing, routing, IVR, call recording, speech analytics, workforce management, chat and voicebots
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.