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Genesys Service Engineer

1 miesiąc temu

Warszawa, Mazovia, Polska Damovo Pełny etat
Job Summary

We are seeking a highly skilled Genesys Service Engineer to join our team at Damovo. As a key member of our technical support team, you will be responsible for providing expert-level support for our Genesys contact center solutions. Your primary focus will be on troubleshooting and resolving complex technical issues related to Genesys software, integrations, and underlying infrastructure.

Key Responsibilities
  • Provide technical support for Genesys contact center platforms, including installation, configuration, and troubleshooting.
  • Diagnose and resolve issues related to Genesys software, integrations, and underlying infrastructure.
  • Work closely with clients and internal teams to deliver high-quality support, ensuring systems operate efficiently and effectively.
  • Perform system upgrades, patches, and maintenance activities to ensure the latest functionalities and security measures are in place.
  • Monitor system performance and ensure uptime in line with agreed Service Level Agreements.
  • Document and maintain detailed records of customer interactions, issues, and resolutions in ticketing systems.
  • Collaborate with cross-functional teams (e.g., network engineers, application developers) to resolve complex technical issues.
  • Participate in on-call rotations to provide after-hours support when needed.
Requirements
  • 3+ years of experience working with Genesys platforms, preferably in a technical support or service engineering role.
  • Strong knowledge of Genesys contact center solutions (Genesys Cloud, PureEngage, PureConnect).
  • Experience with VoIP technologies, SIP protocols, and PBX integrations.
  • Understanding of related technologies such as SQL databases, network infrastructure, and cloud solutions.
  • Strong communication skills in Polish and English to interact with both technical and non-technical stakeholders.
  • Ability to work independently and within a team, maintaining a customer-centric approach.
  • Knowledge of Linux and Windows operating systems.
  • Familiarity with ITIL processes and ticket management tools is a plus.
What We Offer
  • Competitive salary and benefits package.
  • LuxMed insurance coverage.
  • Opportunities for professional growth and development, including training on the latest Genesys technologies.
  • A supportive and collaborative working environment.
  • Hybrid working model with flexibility in remote and office-based work.