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/or escalates outstanding issues in a timely manner.
Manage support interactions to ensure adherence to published Support Guidelines
QA monitoring of client interactions and surveys
Client conference calls and meetings when needed
Ensure adherence to processes, procedures and protocols as outlined.
Lead to KPI’s
Weekly Team Meetings
Create, update and maintain Support documentation and procedures for assigned Genesys Cloud account(s)
Assist with staffing needs
Provide input with annual performance reviews
Mentor & train new and existing staff
Assist with on-call rotation/schedule for assigned Genesys Cloud account(s)
Assist in design, implementation and delivery of training.
Technical resource and escalation for Genesys Cloud Engineers as well as clients and vendors
In consultation with the Manager of Support Services, manage escalation process and procedures related to assigned Genesys Cloud accounts
In consultation with the Manager of Support Services, manage Genesys Cloud Engineer schedules related to assigned accounts
What You'll Bring to the Role:
Genesys Cloud Certification
Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills. Genesys PureConnect and/or legacy telephony knowledge is a plus.
3+ years of Genesys Cloud technical support experience.
Experience leading a team of technical support professionals.
Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems. May provide basic programming and/or customer configuration recommendations.
Demonstrated professionalism representing the Company to customers and vendors
Demonstrated ability to deliver a high level of customer satisfaction
Demonstrated problem solving abilities
Skills Required
- Genesys Cloud Certification
- 3+ years of Genesys Cloud technical support experience
- Experience leading a team of technical support professionals
- Comprehensive knowledge of computer networks and integrations
- Demonstrated ability to deliver high customer satisfaction
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
TTEC Digital Insights
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
