Genesys Cloud CX Solution Architect and Support Lead

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Genesys Cloud CX
Good to have skills : Genesys Contact Center QM
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Tech Support Practitioner, a typical day involves serving as the primary liaison between clients and the application systems. This role requires maintaining continuous communication to ensure the smooth operation of high-quality systems. The practitioner dedicates time to understanding client concerns thoroughly, accurately identifying issues, and collaborating to design effective solutions. The position demands a proactive approach to problem resolution and a commitment to sustaining system reliability and client satisfaction throughout daily interactions.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to enhance system performance and client experience.
- Document and share knowledge to support team learning and continuous improvement.
- Assist junior team members by providing guidance and support to foster their professional growth.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Genesys Cloud CX.
- Good To Have Skills: Experience with Genesys Contact Center QM.
- Strong troubleshooting abilities related to cloud-based contact center technologies.
- Ability to analyze system logs and client reports to identify root causes of issues.
- Familiarity with application lifecycle management and support processes.
- Effective communication skills to interact with clients and internal teams clearly and professionally.

Additional Information:
- The candidate should have minimum 3 years of experience in Genesys Cloud CX.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.