Day to day leadership and direction of engineers and or resources assigned to PureCloud account(s)
Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies
Assess client needs and make configuration recommendations
Provide client support for reported issues, concerns or enhancements based on client requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification
Diagnose reported issues through root cause analysis

Genesys Cloud Certification
Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills
3+ years of Genesys Cloud technical support experience
Experience leading a team of technical support professionals
Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems

Principal Support Engineer, Genesys Cloud Managed Services

Key skills