PS Consultant

• Act as a customer liaison handling phone and email support requests, a front-line advocate for the resolution of application issues
• Triage, reproduce, and resolve problems using available systems and tools, and recommend potential workarounds for identified defects
• First line of support to identify the root cause of an application malfunction
• Create Knowledge Base articles, RCA report, and other support related collateral.
• Interface with Custom Solutions Subject Matter Experts & Expert App team, when the problem cannot be resolved at a frontline support level
• Help set the correct problem resolution expectations and to provide timely progress reports to the appropriate contacts within our partner and/or customer organizations
• Monitor Cloud Application database and perform upgrades with prescribed guidance whenever needed
• Participate in a shift roster as necessary
• Ability to have flexible work schedule and at times work outside of normal shift hours to accommodate effective communication with stakeholders on Critical cases
  
  

To succeed in this role, the candidate must demonstrate following skills:

• Solid analytical programming and problem-solving skills
• Must be able to cope under pressure and work on stringent timelines
• Strong team player
• Strong technical knowledge on Cloud Application Support
• Ability to get to investigate and resolve complex issues
• Ability to work independently on routine duties or projects with general instructions on new assignments with minimal guidance
• Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must.
  
  

Education:

BA or BS in Computer Science or Engineering, or related technical fields

Prior work experience:

• 4+ years of customer care experience supporting commercial software applications built in node.js, JavaScript, Java, and .NET (VB, ASP and C#) languages and environments.
• Experience on Genesys Engage, Genesys Cloud or PureConnect platform
  
  

Required skills and knowledge:

• Experience in web application development methodologies. Solid understanding of web architecture
• Experience with UNIX/LINUX operating environments at the system administrator level
• AWS Lambda
• Working knowledge of developing customized, technical solutions
• Technical know-how of Genesys platform solutions would be an added advantage
• Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs is a BIG plus
• Experience with Cloud Application support & Cloud APIs
  
  

Desirable Skills in one or more of the following areas:

• Good practical experience with Development methodologies
• Practical experience with best Consulting Services/Project Delivery practices employed in the industry among leading consulting organizations
• Needs to meet SLA contracts with customers and sometimes juggle many concurrent issues.
• Strong analytical and troubleshooting skills with attention to detail
• Strong sense of ownership with ability to take control of difficult and/or chaotic situations
• Experience in supporting contact center environments (premise or cloud based) is preferred.
• Can handle high stress situations