Job Description

3 - 5 Years
1 Opening
Trivandrum


### Role description


Role Proficiency:



Provide helpdesk support for all customer roll outs. Assign tasks guiding juniors on daily tasks under supervision from Leads and Managers.



Outcomes:



• Configure and test the product with directions from the lead for product development; through implementation and release.


• Ensure on time delivery and support to meet client requirements on product in accordance with project specifications.


• Respond to user inquires through various communication channels including phone email chat etc. Answer questions regarding how to use the product and tool features to accomplish their specific tasks or milestones.


• Provide product support by assisting customers with simple to moderately complex questions and issues


• Troubleshoot issues to resolution; directly answer user questions


• Understand and analyse the business and technical requirements and its impact to the product/application/system


• Make specific recommendations to significantly reduce ticket volume


• Work closely with product engineering and implementation teams for closure of tickets and for taking forward any changes from customers.


• Impress the customer through every interaction


• Development configuration customization migration conversion maintenance and testing small to medium non-complex components of project/product module


• Create innovative solutions to meet support needs of customers


• Assist other Support teams based on need and availability



Measures of Outcomes:



• Reduce the number of calls / reports to Operational Team


• Zero major incidents (like blocker bugs or data-loss) reported by the Client


• Adherence to schedule


• Number of components reused.


• Customer process compliance.


• Compliance to industry domain standards and guideline


• Compliance to support playbook standards and guidelines


• Number of training sessions on products in a quarter


• Assessment on product-based training / skill sets / project-based feedback


• Adherence to SLAs


• Number of issues resolved


• Number of process improvements



Outputs Expected:



Implementation & Support:



• Follow product standards

quality assurance norms and guidelines


• Provide support to the Senior Product Specialist in defect analysis and resolution


• Develop reusable components


• Create product based KT document/playbook

for the customer and internal teams




Testing:



• Perform UAT testing of the newly released features.




Product Consulting & Delivery: Project Management:



• Provide input for estimation

impact analysis within area of responsibility. Report time

effort and status accurately


• Participate in periodic internal review meetings. Report status regularly to the Senior Product Specialist / Product Consultant.




Knowledge Management:



• Contribute towards updating knowledge assets.



Skill Examples:



• Ability to troubleshoot issues with Products Engineering and services


• Ability to identify and resolve obstacles - creative problem solver


• Strong communication and documentation skills.


• Reliable with good time management skills


• Excellent problem-solving skills


• Uses knowledge base of various implementations to relate own area of work. Grasp the big picture of the project expanding the approach for specific functionality and highlighting potential gaps and risks as needed


• Uses Defect Management knowledge to understand the business impact of defects. Prioritize the defects based on their criticality and severity. Participate in defect triage meetings interpret the results identify and analyse root cause of defects. Rectify defects as required


• Share inputs on project metrics with the relevant stakeholders within area of responsibility


• Uses Knowledge Management Tools & Techniques experience to consume and contribute to the knowledge management repository


• Uses Technical Standards Documentation & Templates knowledge to understand and interpret the documents provided. Follow processes and utilize tools that can track compliance to defined technical standards at the project level



Knowledge Examples:


• Knowledge of the Product development cycle

+ Knowledge of DevOps and CI/CD tools

+ Experience in product deployment and implementation processes

+ Domain / Industry: A working knowledge of standard business processes within the relevant industry vertical and customer business domain

+ UST and other chosen COTS Product Features / Functionality: Comprehension (awareness) of functionality of a specific product.

+ Different Implementations: Demonstrates operational knowledge in 2 or more different kinds of implementations (upgrade new implementation conversion / migration enhancements maintenance interfaces testing) for a specific product

+ Technology Concepts: Demonstrates working knowledge of technology (OS languages applications databases concepts data models etc.) technology landscape

+ Configuration Management: Demonstrates functional knowledge of configuration items configuration management tools and processes

+ Software Development Process Tools & Techniques: Demonstrates working experience in SDLC process (e.g. Waterfall Agile XP). Apply best practices.

+ Testing Process Tools & Techniques: Demonstrates working knowledge of various test design and execution techniques. Applies best practices in testing related to various aspects (including performance usability security) concepts and principles related to test design and test results analysis.

+ Defect Management: Demonstrates working experience in defect management process and tool

+ Project Metrics: Awareness of the basic project metrics (e.g. effort defect)

+ Requirement Gathering and Analysis: Demonstrates basic knowledge of requirements (functional).

+ Aware of the requirements analysis tools (such as functional flow diagrams activity diagrams blueprint storyboard etc.) techniques (business analysis process mapping etc.) and requirements management tools

+ Solution Structuring: Demonstrates basic knowledge of UST service offering and products in the domain of operation (Business & Technology)

+ Knowledge Management Tools & Techniques: A basic knowledge of industry knowledge management tools (such as portals wiki) UST and customer knowledge management tools techniques (such as workshops classroom training self-study application walkthrough and reverse KT)

+ Technical Standards Documentation & Templates: Fundamental knowledge of various document templates and standards (such as business blueprint design documents and test specifications

+ Previous support experience with an emphasis on providing excellent service

Additional Comments:

Genesys Cloud Support Engineer UST is seeking a highly motivated and customer-centric Genesys Cloud Support Engineer to join our growing team. In this role, you will play a vital role in providing exceptional technical support to our Genesys Cloud environment, ensuring optimal performance and user satisfaction. You bring: o Required (can be combined for better flow): o 3+ years of combined experience supporting and maintaining cloud-based communication platforms, with a strong preference for Genesys Cloud experience. o 3+ years of experience in contact center technology development, demonstrating a strong understanding of Genesys Cloud functionalities (call routing, ACD, IVR, chat, CRM integrations). o Additional Required Skills: o Experience using Agile or Waterfall methodologies for application development (minimum 3 years). o Excellent analytical and problem-solving skills to diagnose and troubleshoot complex technical issues in Genesys Cloud. o Exceptional communication and collaboration skills to work effectively with internal and external stakeholders. o Meticulous attention to detail and a commitment to delivering high-quality support. o Strong work ethic with the ability to work independently and collaboratively. o Proactive approach to identifying potential issues and implementing preventative measures. o Ability to document solutions and processes to ensure knowledge transfer and maintain service quality. o Commitment to staying up-to-date on the latest Genesys Cloud features and updates. o Preferred: o Experience with Avtex OneView and Salesforce Genesys Cloud adapter. o Experience working in a healthcare environment and understanding of HIPAA compliance. o Genesys Cloud certifications (GCP, GCS). o Proficiency in scripting languages like Javascript or Python. o Working knowledge of contact center software and hardware security. o Working knowledge of one or more cloud technologies (e.g., Genesys Cloud Foundry, Amazon Lex, Google Dialogflow CX). In this role, you will: o Provide timely and accurate technical support to internal users experiencing issues with Genesys Cloud. o Diagnose and troubleshoot complex technical problems, leveraging your deep understanding of Genesys Cloud functionalities. o Collaborate with cross-functional teams (e.g., IT, development) to resolve escalated issues and implement solutions. o Document solutions and knowledge base articles to ensure efficient problem resolution and knowledge transfer. o Proactively monitor system performance and identify potential issues before they impact users. o Stay up-to-date on the latest Genesys Cloud updates and features, and share this knowledge with the team. o Maintain a positive and professional demeanor while providing excellent customer service. You are a customer-focused individual with a passion for technology and a strong desire to help others. You possess excellent analytical and problem-solving skills and thrive in a collaborative environment. If you are eager to leverage your Genesys Cloud expertise to ensure a seamless user experience, we encourage you to apply!
### Skills


Aws Cloud,Linux,Cloud Services,Genesys



### About UST


UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact--touching billions of lives in the process.