TTEC Digital - Genesys Cloud Managed Services Principal Support Engineer

• 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. • 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