Technical Support Engineer - API Integrations

January 31

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Genesys

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Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

Call Center Software • Cloud Contact Center • Customer Experience Software • Contact Center as a Service • Customer Self-Service

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

📋 Description

• Join a supportive team as a Technical Support Engineer to resolve technical issues effectively. • Interact with customers via phone, email, chat, and case management tools. • Ensure the proper operation of the Genesys Cloud platform and empower customers. • Collaborate with internal teams and adhere to service level targets.

🎯 Requirements

• Solid understanding of customer experience in the contact center industry. • Familiarity with automating customer interactions using IVR, text/speech recognition, bots, and artificial intelligence. • Proven proficiency in troubleshooting complex systems and conducting thorough research to resolve issues. • Excellent written and verbal communication skills; must be fluent in both English and Spanish. • Exceptional interpersonal skills, with an emphasis on active listening and rapport-building. • Strong documentation skills and the ability to present ideas in a user-friendly, business-oriented manner. • Bachelor’s degree in Computer Science, Computer Technology, a related technical discipline, or equivalent professional experience. • Comfortable working in a fast-paced, high-pressure environment with strict deadlines. • Solid understanding of RESTful web services and architecture, including concepts like TLS, Websockets, OAuth, HTTP Methods, and Cookies. • Working knowledge of at least one web programming/scripting language, such as C#, Java, JavaScript, Python, XML, SAML, or JSON. • Experience working with or supporting web APIs, with a minimum of 3 years in technical support, field engineering, or web development. • Familiarity with SCIM solutions and CRM solutions. • Demonstrated passion for technology and curiosity within the area of expertise. • Experience supporting contact center environments, including CTI, PBX, ACD, IVR, and Analytics.

🏖️ Benefits

• Larger tech company benefits and perks. • Independence to make a larger impact and take ownership of work.