Overview:

The Dev Support team leads from a crucial position within the Genesys Cloud R&D organization.  As the technical escalation point for all L3/L4 equivalent engineering support requests and critical account Priority 1 issues, we are positioned strategically with a unique insight into the usage, performance and availability of the platform and individual services which comprise our product and services provided to other product lines. 

We collect and correlate data from multiple reporting streams and customer trouble reports into metrics and action plans designed to highlight soft spots and speed issue mitigation.

• Bug isolation, identification, and correction
• Self Service/automation identification and development
• Abusive access/Bad actor management

Role:

The Sr. Engineer, Cloud Development Support is responsible for product engineering, platform subject matter expertise and advocacy within their assigned taxonomy domain, encompassing our Digital, Core, WEM, Voice and AI R&D teams. In addition to technical competencies, the Development Support Sr. Engineer’s expertise enables internal and external support enhancements and focused training to technical resources across their support channels. The Development Support Sr. Engineer serves as technical advisor to solve complex product and service/platform issues within their given domain as part of a dynamic team in a very technologically demanding environment. A high degree of initiative and empathy is required with customers, support channels, R&D service teams, Product Managers and peer team members.

Major Responsibilities/Activities

• Serve as a technical/consultative escalation point for Priority 1 incidents in identified critical accounts
• Serve as a technical/consultative escalation point for support channels for Bug mitigation, Platform issues and advanced micro-service knowledge. 
• Partner with Dev Support Automation/Development engineers to identify and drive support automation efforts.
• Partner with R&D service teams from their assigned technical domain to provide continuous free flowing communications and improvements in issue/bug resolutions
• Provide feedback loop to testing teams within their assigned technical domain to prevent future code defect escapes to production
• Provide training and education within their assigned technical domain to their support channels
• Serve as a technical advisor on complex issues to support channel engineers within a given technical domain
• Keeps current on general platform/architecture across the Genesys Cloud product line, associated AWS hosted services, and related hybrid solutions for all Genesys Products
• Supports on-call rotation to ensure 24x7x365 Sev 1 issue mitigation
• Documentation of troubleshooting step and tasks associated with their assigned technical domain

Minimum Requirements

• Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
• Proven excellence with customer facing activities. Must have a passion for customer satisfaction, and have the ability to manage customer’s needs and expectations
• Expert technical knowledge, understanding, and experience in assigned technical domain
• Two years’ experience implementing or supporting complex software applications in SaaS or CCaS
• Microservice architecture experience a plus
• Excellent communication and presentation skills
• Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues
• Possesses demonstrated leadership qualities and self-sufficiency
• Proven ability to meet critical customer deadlines
• Experience coding in a modern programming language is a plus, extensive scripting or defined plan to learn a programming language desired

Skills Required

• Experience troubleshooting messaging-related issues, including
• Email – SPF/MX records, DMARC, MIME headers, deliverability
• SMS – SMPP, deliverability
• REST APIs, webhooks, websockets
• Strong understanding of application-layer technologies – HTTP,DNS,SMTP,etc.
• Familiarity with the concepts and applicability of A.I. in a CCaaS solution
• Good understanding of asynchronous messaging + 3rd party messaging platforms
• Experience calling API’s via Postman/Swagger 
• Scripting / web development experience a plus

APPLY HERE