Genesys Cloud Managed Services Principal Support Engineer

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

What You'll Be Doing

• Day to day leadership and direction of engineers and/or resources assigned to PureCloud account(s)
• Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies.
• Assess client needs and make configuration recommendations.
• Provide client support for reported issues, concerns or enhancements based on client requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
• Diagnose reported issues through root cause analysis. This may include, but not limited to, client dialogue, system(s) and other research with team members, partners and clients. Follows-up, resolves and...