First point of contact for customer engagement 7x24x365 for day to day support (incident, problem, change, FAQs, etc.) Captures the customer request, performs initial triage, and initiates a ticket with Genesys care if needed.
Development/troubleshoot of Genesys Cloud call flows for routing and IVR Write and execute test plans. Proficient with multiple network concepts(LAN, WAN). Must meet response time metrics for tickets, communication, customer feedback, and ticket and change processes.( Custom SLAs ). Works closely with CSM, CTL and Genesys TAM resources. Experienced with Genesys contact center on prem products , Genesys cloudCX, supporting customers through Genesys portal. Experienced with ITIL incident & problem management. Conduct technical implementation activities from Day 2 support transition.

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Sr. Software Engineer