Related skills
salesforce jira servicenow genesys cloud amazon connect📋 Description
- Act as the first point of contact for Engage customers via phone, email, and portal.
- Diagnose incidents and orchestrate resolution to minimize downtime.
- Manage end-to-end ticket lifecycle with proactive updates.
- Adhere to SLAs and escalate unresolved issues to relevant resources.
- Participate in rotating after-hours support roster.
- Create and maintain high-quality technical docs and runbooks.
🎯 Requirements
- Technical Savvy: experience with computer systems, mobile devices, cloud apps.
- Platform Knowledge: CTI like Genesys Cloud, Verint Cloud, Amazon Connect, Bright Pattern.
- CRM exposure: Salesforce, ServiceNow, Jira, Pega experience.
- Certifications: ITIL v3/v4 highly regarded.
- Industry Context: background in contact centre tech is a plus.
- Analytical thinker with strong communication under pressure.
🎁 Benefits
- Health and mental support via EAP for you and family.
- Comprehensive insurance options.
- Corporate healthcare rate partnerships.
- Generous parental leave.
- Performance-based recognition.
- Hybrid work model with remote flexibility.
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