Careers

Sabio Group

Application Consultant


 
Through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation.
 
 We work across industry verticals, with some of the world’s largest organisations, to transform their customer experience, reduce operational costs and improve customer and employee engagement.
 
 Combining our own unique products and deep sector knowledge with award-winning technologies, we are one of Europe’s fastest growing providers of digital CX transformation solutions, supporting clients in over 50 countries.
 
 We are also plotting a path to net zero with a commitment to the UN Sustainable Development Goals, and we are committed to diversity and inclusion within our workplace. Our workforce reflects the whole of society enabling us to deliver experiences for the whole of society.
 
 At Sabio Managed Services, we love what we do! We love to learn, we love to experiment, and we love to support the best products and deliver the best customer experience we can. We’re brave, we work hard, and at our core we are about quality. We like to be challenged, we are encouraged to ‘dare’ and step out of our comfort zone. We have a strong problem solving engineering background and a can-do attitude which remains at the centre of everything we do for our clients.
 
We are currently looking for an Application Support Consultant to join our Genesys PureEngage Support Team. This role would be ideal for a candidate with extensive experience within Genesys Engage applications and support methodologies. The job holder will work alongside the Genesys Support team on proactive maintenance, break fix, change and automation activities.
Their responsibility will be to act as a technical authority; coordinating and delivering technical investigations with support from the PureEngage team, the Service Desk and any other second line internal and external third-party resolver groups within escalation timelines to support colleagues and meet Customer SLA targets.
 

Key Responsibilities


Key Responsibilities: 

·      Prioritising, progressing, and monitoring IT incidents and requests to ensure they are resolved within the agreed timescales
·      Handling Break/Fix activities on internal solutions, or those provided to our customers on software and hardware
·      Rectifying configuration issues and documenting resolutions
·      Installations and upgrades/updates of solutions or configuration changes
·      Liaising with customers and internal employees on the progress and status of tickets
·      Creating documentation for knowledge base articles to knowledge share
·      Assist with the transition of Professional Service delivery of change into the live solutions
·      Assist managing major issues or incidents with resolution and potentially customer communication
·      Being an escalation point for the Support team

Skills Knowledge and Expertise

Required Skills
  • To have extensive experience of working with Genesys Contact Centre solutions, specifically Genesys Engage.  
  • In depth knowledge of Genesys Engage framework including voice building blocks and configuration.
  • Knowledge of Genesys applications such as WFM, CXI, Pulse, CC Pulse and GIA.
  • Experience working within a challenging customer service environment.
  • Ability to mentor junior engineers and to pass on knowledge professionally and courteously.
Desirable Skills
  • Previous experience in a 2nd/3rd line support role.
  • Experience working with ITIL processes, and tools such as ServiceNow.
  • Exposure to contact centre environments.
  • Experience working in virtualised and cloud environments, particularly VMWare and Citrix.
  • Familiarity with Windows servers.
  • Basic understanding of relational databases and SQL.
  • Understanding of networking fundamentals.
Characteristics 
  • Proactive and self-sufficient.
  • Copes well under pressure.
  • Analytical mindset with logical and methodical approach to problem solving.
  • Customer focused.
  • Detail oriented.
  • Creative, able to think outside the box.

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
 
 Benefits may include
  • Pension Scheme
  • Remote/Flexible work
  • Life insurance
  • Private health and dental care
  • Cycle to work 
  • 28 days paid holiday a year- (this includes three Sabio days)
  • LinkedIn Learning 
Plus many more! (Benefits are dependent 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. 

About Sabio Group

THE DIGITAL CX TRANSFORMATION COMPANY

Why Sabio?

We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences.

We are committed to offering equal chances to you throughout the application process, so if you require any special adjustments to be made, please let us know. We will work with you to make any appropriate arrangements.
 
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Department
Support
Employment Type
Full Time
Location
Bristol

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Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio