CX Onsite Engineer – Cape Town at Altron Bytes Systems Integration

Job Description

The CX Engineer is responsible for the configuration, implementation, operation, and upgrading of CX software systems and associated physical and virtual peripheral components/systems.

Responsibilities

The CX Engineer utilizes software that manages solutions applications not only to guarantee performance to Genesys / CX software environments but also to better orchestrate and automate the provisioning of resources. Exercises considerable latitude in determining objectives and approaches to assignments.

The CX Engineer will provide delivery of existing and new capabilities and solutions across the CX portfolio. This role will be responsible for the analysis, planning, evaluation, implementation, and validation of innovative CX solutions.

Main Duties / Key Accountabilities:

• Perform 2nd / 3rd Genesys / CX platform support as part of existing and new SLAs
• Provide effective and efficient customer service (customer satisfaction, queries, and complaints to be resolved)
• Ensure calls are resolved within SLAs
• Execution of operational support tasks as part of a team of Engineers.
• Be a point of technical contact to provide high-quality consultancy for CX solutions to customers
• Design, create and/or troubleshoot and support CX products
• Develop, maintain, implement, and support complex CX solutions involving web services
• Contribute to the solution architectural design, amongst other disaster recovery and high availability
• Ensure complex solutions and integration projects are implemented successfully
• Automation of deployment and migration tasks
• Conducting technical Knowledge Transfer sessions for members of customer teams and for internal teams
• Contribute to the CX solutions switchovers to the production state
• Adhere to development practices and coding principles and perform Proof of concepts as needed
• Integrating Cloud with IVR, IVA, Routing, eServices, VOC, RM solutions (like Salesforce, MS Dynamics) and WFM systems
• Configuring and integrating Softphones, Call and Screen recordings and Quality Management systems
• Analytical, communication, organizational and problem-solving skills support existing and new CX customers
• Working with Cloud Technologies, Cloud Foundry, AWS, etc.
• Constant monitoring of systems
• Collect logs related to customer-affecting issues and investigate the possible root cause. Incident resolution and reporting
• Continuous refinement of system checks
• Take part in technical training sessions with all technical staff as and when needed
• Provide technical input during client meetings
• Liaise with Vendors on technical issues
• To develop and update the Site File for each client regarding the CX solutions correctly filled to the relevant business directory in accordance with corporate governance
• Maintaining system configuration and other system-related documentation
• Introduce automation into manual processes
• Respond speedily to emails or voicemails
• Quality communications all to staff
• Early warnings for potential problems/events
• Standby

Requirements: Education, Training and Experience 

• Matric and/or Technical diploma with a Telecommunication background
• General IT knowledge
• Knowledge of Windows Server, XP, Windows 7, and general desktop support issues
• 1-5 or more years of Genesys Engage and Cloud experience
• 1-5 years of general IT and Call Centre experience
• Genesys / AWS / Infobip certifications
• Strong experience in Genesys / AWS / CX Solutions
• Experience in communications with customer representatives.
• Be able to understand and analyze business needs to develop, design and deploy solutions.
• Familiarity with implementation and release management.
• Excellent soft skills – communication, teamwork, time management, stress management, and organisational skills, as well as a successful history of communication with customers
• Demonstrated technical problem-solving skills and ability to troubleshoot challenging configurations.

Personal Attributes and Skills Required 

• Ideally the candidate should have excellent communication skills and be able to handle difficult clients
• Attention to detail and strong problem-solving skills

Knowledge of any one or more of the following would be beneficial:

• Server experience
• Telephony MIS and PBX

Onsite customer support Cape Town

• Must be able to work Mondays to Fridays at the customer site in Cape Town