Genesys Cloud Lead Support Engineer

Genesys Cloud Lead Support Engineer

Join TTEC Digital as a Genesys Cloud Lead Support Engineer. In this role, you will oversee support ticket activity and lead the team in resolving client escalations. Your work will ensure clients receive the best possible experience with our services.

About the Role

The Genesys Cloud Lead Engineer is responsible for managing support interactions and providing leadership to engineers assigned to PureCloud accounts. You will diagnose issues, recommend solutions, and ensure adherence to support guidelines.

What You'll Do

• Lead and direct engineers and resources assigned to PureCloud accounts.
• Assist in managing team utilization and seek ways to improve operational efficiencies.
• Assess client needs and make configuration recommendations.
• Provide support for reported issues and enhancements based on client requests.
• Diagnose reported issues through root cause analysis, including client dialogue and system research.
• Manage support interactions to ensure adherence to published Support Guidelines.
• Conduct QA monitoring of client interactions and surveys.
• Participate in client conference calls and meetings as needed.
• Ensure adherence to processes, procedures, and protocols.
• Lead weekly team meetings and create/update support documentation.
• Assist with staffing needs and provide input for annual performance reviews.
• Mentor and train new and existing staff.
• Assist with on-call rotation/schedule for assigned Genesys Cloud accounts.
• Serve as a technical resource for Genesys Cloud Engineers, clients, and vendors.
• Manage escalation processes related to assigned Genesys Cloud accounts.
• Manage Genesys Cloud Engineer schedules related to assigned accounts.

What We're Looking For

• Genesys Cloud Certification.
• Comprehensive knowledge of Genesys Cloud solutions and troubleshooting skills.
• 3+ years of Genesys Cloud technical support experience.
• Experience leading a team of technical support professionals.
• Knowledge of computer networks, integrations, and Windows Operating Systems.
• Demonstrated professionalism in representing the company to customers and vendors.
• Ability to deliver a high level of customer satisfaction.
• Strong problem-solving abilities.
• Minimum of a High School diploma or equivalent.

Nice to Have

• Knowledge of Genesys PureConnect and/or legacy telephony.
• Basic programming and/or customer configuration recommendations.

What We Offer

• Salary: Competitive and commensurate with experience.
• Comprehensive benefits package.
• A supportive and inclusive work environment.
• Opportunities for professional growth and development.

About Us

TTEC Digital is home to over 1,800 employees who create engagement and growth solutions for exceptional customer experiences. Our sister company, TTEC Engage, employs over 60,000 customer service representatives worldwide. Together, we provide a holistic approach to client needs.

We are proud to be certified as a Great Place To Work for 2024-2025, reflecting our commitment to outstanding employee experience across 14 countries. TTEC is an equal opportunity employer. We welcome all qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We are dedicated to building a diverse and inclusive workforce that mirrors the communities we serve.

If you believe you can succeed in this role, we encourage you to apply and share your qualifications with us.