Genesys Operations Engineer

Job Description

As an Operations Engineer, you will support operations and manage the delivery of production

systems and services based on operational requirements and service agreements. Your typical

day will involve collaborating with various teams to ensure seamless operations, addressing

issues as they arise, and contributing to overall system efficiency. You will engage with stakeholders to understand their needs and provide effective solutions, ensuring that services meet expected standards and performance metrics.

Roles & Responsibilities

• Act as a Subject Matter Expert (SME).
• Collaborate with and manage the team to ensure effective performance.
• Take responsibility for team decisions.
• Engage with multiple teams and contribute to key decisions.
• Provide solutions to problems within the team and across multiple teams.
• Facilitate knowledge sharing and promote best practices within the team.
• Monitor system performance and implement improvements as needed.
• Assist in developing and executing operational strategies to enhance service delivery.

Professional & Technical Skills

• Required Skill: 4+ years of experience in Genesys Contact Center Operations
• Strong understanding of system integration and troubleshooting methodologies
• Experience with performance monitoring tools and techniques
• Ability to analyze operational data to identify trends and areas for improvement
• Familiarity with incident management processes and best practices