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Technical Specialist
Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
We are currently looking for a passionate and enthusiastic Genesys PureCloud Technical Specialist to join our team in Kuala Lumpur.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
We are currently looking for a passionate and enthusiastic Genesys PureCloud Technical Specialist to join our team in Kuala Lumpur.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Key Responsibilities
Main Duties & Accountabilities:
- Acts as a technical authority, coordinating complex technical investigations and support other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets.
- Inputs accurate and detailed information to all support management tools punctually to meet quality standards for service delivery.
- Conducts communication with customers and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives
- Compose and implement Change Requests on customer and internal systems to meet change deliverables.
- Committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver Sabio’s support services.
- Reviews and updates existing technical design documentation to support services delivery and to support the transition management process.
- Always seeks to identify more innovative ways of working that create increase in effectiveness.
- From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager.
Skills Knowledge and Expertise
Required skills, experience & knowledge
- To have past experience of working with Genesys Contact Centre solutions, specifically Genesys Cloud.
- In depth knowledge of Genesys Cloud CS Collaborate/Communicate and Contact Centre.
- Analytical mind-set with logical and methodical approach to problem solving
- Good working knowledge and understanding of ITIL specifically incident, problem and change management processes.
- Prioritise, progress and monitor the Genesys Cloud environments and to ensure service requests and incidents are resolved within SLA
- Be a specialist in core Genesys Cloud technologies that can advise Tier 2 support engineers on incident resolution and work with our customers to advise on changes to their solutions.
- Contribute to the design of those solutions via enhancements and add to the continual service improvement for our customers.
- Supporting Service Delivery Management with customer interactions as technical authority.
- Troubleshoot technical issues and provide the necessary technical capability to either resolve directly or take ownership and seek to resolve using the combined expertise across the business.
- Excellent spoken and written English; able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level
- Ability to mentor junior engineers and to pass on knowledge professionally and courteously.
Desirable skills, experience & knowledge
- Knowledge of Genesys Cloud Contact Centre Management, Scripts Architect, Quality Management and Reports/Dsahboards/Views.
- Working knowledge of telephony especially SIP.
- Certification: Genesys Cloud CX: Professional Certification (GCP)
Benefits
Benefits may include:
Remote/Flexible work
Private health insurance
Remote/Flexible work
Private health insurance
Optical and dental care
22 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
22 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Employee Assistance Program
Plus many more! (Benefits are dependant on your base location.)
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.