Contact Center  Support Engineer

Are you passionate about the chance to bring your experience to a world-class company that is market-leading or both content and technology? If yes, we’re looking for you.

Join our team! The Contact Center  Support Engineer, will provide input to records, quality systems and management reports as required, contributes to the definition and implementation of improved operability on new and current systems, uses innovative methods including the redesign of process and providing technical solutions to reduce the volume and mean time to recover incidents in assigned business unit, identifies risks & issues and takes ownership to deliver appropriate resolutions. Provides technical expertise for root cause analysis and problem management.

About the role:

In this opportunity as Contact Center  Support Engineer, you will:

Provides a high level of technical and subject matter expertise in Genesys Cloud and serves as a point of escalation for technical issues related to specialty.Produces, delivers, and maintains appropriate documentation for systems in accordance document control standards and procedures.Provides detailed implementation/project plans across multiple, complex work streams according to agreed standards and ensures project processes and timelines are understood and followed.Works and cooperates with internal and external groups when required in order to fully support environments and maintain service.Adheres to change management procedures in defining, planning and implementing change in such a way that ensures appropriate coordination with other teams, minimizes service disruption, and ensures adherence to Service Level Agreements.Improves change management processes and procedures to ensure the most efficient processing of change within appropriate service risk constraints.Provides specialist support during complex and/or major incidents.May be asked to lead recovery efforts during major incidents within business unit.Deputize for the team manager as required.Contributes to or author technical documentation such complex changes instructions.Reviews, and updates as appropriate, operations procedures, standards, and technical policies.May be asked to assist with production of white papers on technical R&D projectsCollaborates with business, third party vendors, developers, application support and technical operations groups to determine appropriate hardware/software needed and to resolve any issues impacting the application processes.Stays abreast of recent developments in related technical community, including new technology and business news that may impact vendors’ ability to provide service.Responsible to seek out all information and to fully understand all aspects of each technology’s configuration and uses all approved engineering tools available to implement conforming change.Leads the analysis and design of complex solutions and requirements definition, including translating technical and business requirements into physical installations, costing design elements, and obtaining agreement to proposed solutions.Reviews and coordinates the implementation of proposed modifications, and changes to the production environment.Provides direction into standards and procedures for monitoring, capacity planning, tuning, maintenance, performance optimization, backups and recovery; ensures infrastructure will meet capacity requirements to deliver projects on time.Documents and maintains all applicable configuration standards.Fully familiarizes self with all aspects of the developed environment, including call flows, data tables, and integrations.Recognizes design problems and errors and takes corrective action from a design perspective on the environment. Interfaces with product and delivery teams on system design enhancements and the elimination of intermittent hardware/software problems.

About you:

You're a fit for the role of Contact Center  Support Engineer if your background includes:

Knowledge & Skill

Experienced professional with in-depth knowledge of contact center operations including ACD, IVR, omni-channel routing, queues, skills, call recording, and reporting

Experience in the implementation and use of API and web service-based integrations

Know how to develop technical ideas into automated workflows

Provides subject matter expertise across sub-units

Strong understanding of other roles within the function or Business Unit and how they are connected

Knowledge of relationships between all relevant groups within the company

Adapts traditional approaches to solutions and applies in different circumstances

 Demonstrates mastery of a specific discipline across a range of related issues

Scope of Impact

Leads routine projects with manageable risks and resource requirements

Provides input to department objectives and goals of a sub-Business Unit or function

May manage budgets for small projects or programs

Advises middle management on functional matters, or on interpretation of policies and practices

May train or mentor professional colleagues

Strategic Planning & Decision Making

Makes recommendations that may shape operational strategy

Determines the nature of complex or undefined problems; independently identifies the best solution from many alternatives

Determines the nature of complex or undefined problems; independently identifies the best solution from many alternatives

Escalates higher risk or more unique problems

Decisions require interpretive thinking and some judgment in developing solutions

Troubleshooting

Diagnose and resolve technical issues related to contact center operations, including ACD, IVR, omni-channel routing, queues, skills, call recording, and reporting.

Utilize API and web service-based integrations to identify and resolve system malfunctions.

Develop and implement automated workflows to streamline troubleshooting processes.

Serve as a subject matter expert in troubleshooting complex system issues across multi-technology environment

Collaborate with other teams to ensure system stability and optimal performance.

Maintain up-to-date knowledge of troubleshooting methodologies, tools, and best practices.

Customer Focus (Relationships - Internal/External)

Establishes and maintains ongoing relationships with key customers

Communicates effectively by adjusting communication style to audience

Anticipates and interprets customer needs to identify solutions

Explains difficult concepts and influences others to adopt a point of view for ideas and initiatives

Interacts and negotiates effectively with internal or external customers to provide solutions

#LI-AC1

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture:  Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.

Purpose-Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

Protect yourself from fraudulent job postings click here to know more.

More information about Thomson Reuters can be found on https://thomsonreuters.com.