POSITION OVERVIEW
The main purpose of this role is to lead the development initiatives for suite of products and partner products.
PRINCIPAL TASKS AND RESPONSIBILITIES
To act as a primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.
To research, resolve, and respond to questions received via telephone calls, email, web, and web chats in a timely manner, in accordance with current standards.
To assist in the resolution of user and support issues among company sites and to assist in timely distribution of knowledge back to our customer base.
To acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
To contribute and share knowledge with a company-wide knowledge base.
To participate in team projects that enhance the quality and efficiency of support service.
To assist in special product-related issues as needed.
To set appropriate customer expectations and fulfill customer commitments.
To be responsible for Professional Services and Software Development type work as needed.
TECHNICAL SKILLS
4 to 5 years of experience with the following:
WCF services.
C# o HTML & Javascript.
Asp.NET.
Crystal Reports.
Python.
MS-SQL Server 2005 or newer (T-SQL, SSIS, basic DBA knowledge).
Genesys Icelib development library.
Genesys Cloud APIs.
Technical proficiency in Windows Server and Client platforms and Networking.
QUALIFICATIONS/PRE-REQUISITES
Bachelor's degree or Certificate in Computer Science or related field.
Telephony experience (Inbound or Outbound) as support specialist on Genesys or similar products is an asset.
Ability to provide positive customer service and advanced communication, problem solving, and technical skills.
Ability to work in a self-directed and self-motivated environment.
Ability to travel within Canada and the USA.
Desire to continually enhance technical and professional skills.
Fluency in English. Working knowledge of French is a strong asset.
OTHER INFORMATION
Subscription to Genesys Beyond for Genesys Cloud.
Involvement in AI application development (chat & voice bots).
