Production Support

Position Overview: The Production Support Engineer plays a critical role in ensuring the smooth operation and maintenance of Genesys Cloud and on-premises environments. This position focuses on providing technical support, managing incidents, optimizing systems, and enabling seamless communication between components within the contact centre ecosystem. Key Responsibilities: • Genesys Cloud and On-Premises Environments: • Provide support for both Genesys Cloud and on-premises deployments, ensuring system stability and performance. • Genesys Component Expertise: • Manage and maintain Genesys components such as Routing, Interaction Server, and other critical modules. • IVR and API Management: • Configure and troubleshoot IVR systems, design call flows, and leverage APIs for integrations and custom functionalities. • Technical Support and Guidance: • Address Genesys-related queries and provide expert guidance to users and stakeholders. • Incident Management: • Handle incident resolution, ensuring minimal downtime and root cause analysis for system issues. • System Maintenance and Optimization: • Perform routine system checks, upgrades, and optimization for peak performance. • Deployment and Configuration: • Manage the deployment of new features, updates, and configurations within the Genesys environment. • Monitoring and Reporting: • Proactively monitor system health and performance, generating reports to identify trends and potential areas for improvement. Key Qualifications: • Bachelors degree in Computer Science, Information Technology, Engineering, or a related field. • 4+ years of experience in production support and system administration within Genesys Cloud or on-premises environments. • Proficient in managing and maintaining Genesys components such as Routing, Interaction Server, and related modules. • Strong knowledge of IVR systems, including configuration, troubleshooting, and call flow design. • Hands-on experience with API integrations and debugging for seamless system communication. • Familiarity with Genesys Workforce Management (WFM) and Real-Time Monitoring tools. • Proven track record in incident resolution, root cause analysis, and implementing preventive measures. • Expertise in deploying and configuring Genesys solutions, including customizations and optimization for operational efficiency. • Proficient in using monitoring tools to ensure system health and performance. Ability to analyze system metrics and implement strategies for performance improvements. • Strong problem-solving abilities, excellent communication, and a proactive approach to identifying and resolving technical challenges.