SaaS Systems Engineer (Customer Experience, Genesys) (Cape Town) at Datafin Recruitment

ENVIRONMENT:

• SERVE as the technical contact for contact for customers running hosted contact centres and voice platforms as the next SaaS Systems Engineer wanted by a dynamic provider of world-class Cloud Solutions.
• You will support customers after their platform has gone live, resolving issues, adjusting configurations and keeping their Genesys Cloud CX, QContact and VoIP environments performing.
• The ideal candidate must have Matric/Grade 12, an IT Diploma, a Microsoft Azure/AWS or Fortinet Certification. You will also need 5 years’ experience in a mid-level IT Support role, including VoIP and CCaaS or other SaaS platform support, hands-on Genesys Architect flow design, digital channels, SIP and QA and VICIdial Administration experience. You also need proficiency with Windows Server, Linux & Azure. You will be expected to work a rotational Standby Shift of 1 weekend a month.

DUTIES:

• Provide post-implementation technical support to customers on hosted SaaS contact centre platforms.
• Support and maintain Genesys Cloud CX, including Architect flows, digital channels, SIP and QA.
• Support and maintain QContact environments.
• Support VoIP services and SIP connectivity.
• Log, troubleshoot and resolve customer incidents through to resolution, escalating where required.
• Handle customer change requests and configuration updates.
• Keep customers informed and ticket records up to date, working within agreed SLAs.
• Provide secondary support on VICIdial and on the Windows, Linux, Azure and network environments behind customer platforms where required.
• Take part in the rotational after-hours Standby Roster.

REQUIREMENTS:

Qualifications –

• Matric / Grade 12.
• Diploma in IT.
• Industry Certification (Microsoft Azure, AWS or Fortinet).

Experience/Skills –

• 5 Years' experience in a mid-level IT support role, including VoIP and CCaaS or other SaaS platform support.
• Hands-on Genesys Architect flow design, digital channels, SIP and QA.
• Background supporting customers on a SaaS or hosted platform, working to SLAs and a ticketing system.
• Strong troubleshooting skills and a record of resolving customer issues.
• VICIdial Administration experience.
• Working knowledge of Windows Server administration and Azure infrastructure.

Advantageous –

• Genesys Cloud Certification.
• Hands-on QContact experience.