About the Role:
As a Technical Support Engineer for contact center solutions at ZEISS, you'll play a central role in ensuring the seamless operation of our contact center environment. Your responsibilities will include:
Technical Expertise:
- Utilizing your hands-on experience with the Genesys Cloud application interface to troubleshoot issues effectively.
- Identifying and resolving user and network issues related to Genesys Cloud CX.
- Demonstrating a strong technical understanding of Genesys Cloud CX software, including it's architecture and integration with other systems.
- Continuous maintenance and support of multiple Genesys Cloud instances, configuring queues, managing user roles, and handling all available contact center features to optimize system performance.
- Leveraging your knowledge of the Genesys workforce management tools to support our contact center managers with new WFM implementations.
- Good understanding of reporting capabilities, data handling, API’s and PowerBi.
- Familiarity with CRM systems like SFDC and SAP, as well as ticket handling tools like ITSM.
- Providing technical assistance to end users across various channels including voice, email, chat, and social media.
Collaboration and Support:
- Collaborating with development teams to implement software updates and resolve technical issues.
- Training new users on Genesys Cloud CX software and providing ongoing support.
- Monitoring system performance and proactively identifying and addressing potential issues.
- Working closely with other IT team members to ensure system stability.
- Maintaining up-to-date documentation on Genesys Cloud CX software and related processes.
Development related skills:
- Good to have knowledge of design, develop, and implement Contact Center IVR applications on the Genesys Cloud platform.
- Experience in API integrations in Genesys Cloud
- Experience on design and building chatbots.
- Experience with Genesys APIs and integrations with CRM solution
- Experience with Genesys Cloud implementations and migrations on a global scale
Non-Technical Requirements:
- Location: Bangalore
- Total Experience: 5 to 7 years in support roles within the contact center domain.
- Minimum 2 to 3 years of troubleshooting experience in Genesys Contact Center support.
- Strong technical and English communication skills.
- Flexibility to work in any time zone.
- Willingness to participate in on-call rotations for 24/7 support.
Do you know your way around these? Then our team would love to hear from you!
About ZEISS Group:
ZEISS is an internationally leading technology enterprise operating in the fields of optics and optoelectronics. In the previous fiscal year, the ZEISS Group generated annual revenue totaling 10 billion euros in its four segments Semiconductor Manufacturing Technology, Industrial Quality & Research, Medical Technology and Consumer Markets (status: 30 September 2023).
For its customers, ZEISS develops, produces and distributes highly innovative solutions for industrial metrology and quality assurance, microscopy solutions for the life sciences and materials research, and medical technology solutions for diagnostics and treatment in ophthalmology and microsurgery.
The name ZEISS is also synonymous with the world's leading lithography optics, which are used by the chip industry to manufacture semiconductor components. There is global demand for trendsetting ZEISS brand products such as eyeglass lenses, camera lenses and binoculars.
With a portfolio aligned with future growth areas like digitalization, healthcare and Smart Production and a strong brand, ZEISS is shaping the future of technology and constantly advancing the world of optics and related fields with its solutions. The company's significant, sustainable investments in research and development lay the foundation for the success and continued expansion of ZEISS' technology and market leadership. ZEISS invests 15 percent of its revenue in research and development – this high level of expenditure has a long tradition at ZEISS and is also an investment in the future.
With around 43,000 employees, ZEISS is active globally in almost 50 countries with around 30 production sites, 60 sales and service companies and 27 research and development facilities (status: 30 September 2023). Founded in 1846 in Jena, the company is headquartered in Oberkochen, Germany. The Carl Zeiss Foundation, one of the largest foundations in Germany committed to the promotion of science, is the sole owner of the holding company, Carl Zeiss AG.
ZEISS in India
ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics.
ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. Further information at ZEISS India ()