• Resolve technical issues of Genesys Voice Self Service product suite for Genesys Customers and Partners around the world.
• Specifically with Voice Services applications such as GVP, GIR, Speech and Text Analytics in both Premise and Cloud Platform.
• Research reported issues to find resolution through log analysis, problem replication, knowledge base searches, and peer collaboration.
• Build and maintain test environment/labs for troubleshooting and testing.
• Log and track issues within our CRM solution including research, customer communication, and updates as the problems are being worked.
• Understand and set issue priority based upon urgency and business impact.
• Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction.
• Contribute to the public Genesys knowledge base.
• Coordinate with third party software vendor (i.e Nuance, VHT) issues towards solution and available for integration with Genesys Software.
• Knowledge on Genesys Intelligent Automation integrated with Google Dialogflow