Genesys Support Engineer

Genesys Support Engineer

Ntt | melbourne, VIC, AU

Posted 11 days ago

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Want to be a part of our team?

We are currently looking for a Genesys Support Engineer to support our Support Services business in achieving its objectives. The Genesys Engineer will be part of the team responsible to support Genesys customers. He needs to have a good view on the Genesys eco system with a focus on Collaboration (by “Collaboration”, we refer to converged communications). The Engineer needs to have experience with Genesys Engage and Genesys PureCloud.

Working at NTT

What we expect you to do

  • Responsible for the follow-up of our customer’s Incidents and Problems until resolution,
  • Perform second and third line diagnostics and troubleshooting,
  • Call follow-up with our ticketing system,
  • Escalation call logging and follow-up with vendors and other 3rd party companies,
  • Ensure correct escalation procedures are followed on all critical customer calls and requests,
  • Liaises with the helpdesk and consultants to ensure swift resolution of faults,
  • Report to the Technical Team Lead ensuring all issues are brought to their attention,
  • Occasional participation in projects relevant to his/her expertise area
  • What will make you a good fit for the role?

  • At least a Bachelor’s degree in IT
  • At least 3 years of experience in a similar support function
  • Genesys Engage
  • Genesys PureCloud
  • SIP Trunking (AudioCodes)
  • Highly proactive and committed
  • Excellent communication skills in English and good communication skills in Dutch and/or French
  • Customer orientated and stress resistant
  • Able to work autonomous
  • Good analytical and troubleshooting abilities
  • Motivated to work in a large infrastructure and the opportunity to develop different design perspectives
  • Flexible (willingness to be on stand-by out of business hours (24x7))