Principal Support Engineer (Genesys Cloud)

TL;DR

Principal Support Engineer (Genesys Cloud): Leading technical support operations and overseeing ticket activity for Genesys Cloud managed services with an accent on root cause analysis and escalation management. Focus on optimizing operational efficiencies, mentoring engineers, and ensuring high client satisfaction through technical leadership.

Location: Remote (Philippines) / Manila

Company

hirify.global is a leading provider of customer experience (CX) solutions and a multi-award-winning Genesys Partner Practice.

What you will do

• Lead and direct engineers assigned to PureCloud accounts on a day-to-day basis.
• Perform deep-dive root cause analysis to diagnose and resolve complex technical issues.
• Manage the escalation process and procedures for assigned Genesys Cloud accounts.
• Create, update, and maintain support documentation and standard operating procedures.
• Mentor and train new and existing staff to improve team capabilities.
• Collaborate with clients and vendors to ensure adherence to support guidelines and KPIs.

Requirements

• Genesys Cloud Certification is required.
• 3+ years of Genesys Cloud technical support experience.
• Proven experience leading a team of technical support professionals.
• Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems.
• Must be based in the Philippines.

Culture & Benefits

• Part of a Genesys Partner of the Year award-winning practice.
• Certified "Great Place To Work 2024-2025" based on outstanding employee experience.
• Inclusive and diverse workforce with a focus on human-centered technology.
• Supportive coaching environment designed to help employees thrive.