About the Role:

As a Technical Support Engineer for contact center solutions at ZEISS, you'll play a central role in ensuring the seamless operation of our contact center environment. Your responsibilities will include:

Technical Expertise:

• Having good experience of developing IVR voice/digital flow/bot flows using Genesys Cloud Architect tool.
• Having basic understanding of Technical skill in java or python and familiarity with API and Web service.
• Utilizing your hands-on experience with the Genesys Cloud application interface to troubleshoot issues effectively.
• Identifying and resolving user and network issues related to Genesys Cloud CX.
• Demonstrating a strong technical understanding of Genesys Cloud CX software, including it's architecture and integration with other systems.
• Continuous maintenance and support of multiple Genesys Cloud instances, configuring queues, managing user roles, and handling all available contact center features to optimize system performance.
• Leveraging your knowledge of the Genesys workforce management tools to support our contact center managers with new WFM implementations.
• Good understanding of reporting capabilities, data handling, API’s and PowerBi.
• Familiarity with CRM systems like SFDC and SAP, as well as ticket handling tools like ITSM.
• Providing technical assistance to end users across various channels including voice, email, chat, and social media.

Collaboration and Support:

• Collaborating with development teams to implement software updates and resolve technical issues.
• Training new users on Genesys Cloud CX software and providing ongoing support.
• Monitoring system performance and proactively identifying and addressing potential issues.
• Working closely with other IT team members to ensure system stability.
• Maintaining up-to-date documentation on Genesys Cloud CX software and related processes.

Development related skills:

• Good to have knowledge of design, develop, and implement Contact Center IVR applications on the Genesys Cloud platform.
• Experience in API integrations in Genesys Cloud
• Experience on design and building chatbots.
• Experience with Genesys APIs and integrations with CRM solution
• Experience with Genesys Cloud implementations and migrations on a global scale

Non-Technical Requirements:

• Location: Bangalore
• Total Experience: 8 to 10 years in Genesys contact center domain.
• Minimum 5 to 7 years of development experience in Genesys cloud.
• Strong technical and English communication skills.
• Flexibility to work in any time zone.
• Willingness to participate in on-call rotations for 24/7 support.

ZEISS in India

ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics.

ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. Further information at ZEISS India (https://www.zeiss.co.in/corporate/home.html)