Overview

Waterfield Technologies is looking for a Genesys Engineer.

As a leading technology integrator, Waterfield Technologies is passionate about helping our clients transform their legacy contact center technologies into modern digital powerhouses. We operate at the intersection of customer experience and AI – delivering mission-critical IVR applications on key industry manufacturers including Aspect, Avaya, Cisco, and Genesys to conversational Intelligent Virtual Agents aimed at automating phone calls and chats using the same technology that powers IBM Watson and Amazon Alexa.

Responsibilities

• • Ensure necessary technical help and support for Genesys Cloud implementation.
  • Provide a collaborative approach in the design, implementation, support, and maintenance of Genesys application.
  • Design, configuration, maintenance, and support of Genesys PureCloud platform.
  • Isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
  • To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner.
  • To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
  • Adhere strictly to Service Level Agreement on ticket resolution.
  • Analyze business requirements from a Call-Center point of view.

Qualifications

• • 3-5 years of experience or more in either application development, platform designing, system engineering, or support engineering in a Genesys PureCloud platform.
  • Working knowledge of Genesys Cloud platform system.
  • We are looking for either Junior or Senior level professionals.
  • Strong troubleshooting skills & Strong attention to detail.
  • Ability to work in a fast-paced, team-oriented environment.
  • A problem solver, analytical, and with a strong ability to adapt to change.
  • Genesys Certification is desired

If you’re ready to grow your career in an energetic, customer-focused environment. Waterfield may be looking for you!
You may send your resume to careers@waterfield.com