Genesys Cloud Lead Support Engineer

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded Genesys' Partner of the Year award 15 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience. The Genesys Cloud Lead Engineer is responsible for overseeing the ticket activity of support and taking a leadership role when it comes to escalations. Providing client assistance to resolve identified concerns ensuring an optimal client and customer experience. Through diagnosis of the presenting issues along with review of application programming determines the root cause and an appropriate solution implementing the fix or directing the client on how to implement the solution. Support may be of a minor or complex nature.