teamtailor
Solution Engineer
Etraveli Group
Mumbai, IND
Full-time
Senior · 5+ years experience
Onsite
Discovered 3 days ago
Genesys CloudZendeskTeramindPythonGoJavaScript
Free
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Genesys CloudZendeskTeramind
Role Overview
The System Solution Engineer is accountable for the strategic oversight, successful implementation and reliable maintenance of the core Customer Services technology stack, including systems like Genesys, Zendesk, Teramind, and associated Data & Quality Management (QM) tools.
This role acts as the primary subject matter expert, ensuring system stability, optimal performance, and continuous feature adoption.
The purpose is to maximize agent efficiency, ensure compliance and align the capabilities of these platforms directly with operational objectives to deliver a seamless, high-quality agent & customer experience.
Key Skills for This Role
Genesys CloudZendeskTeramindPythonGoJavaScript
Full Job Posting
Job Purpose
The System Solution Engineer is accountable for the strategic oversight, successful implementation and reliable maintenance of the core Customer Services technology stack, including systems like Genesys, Zendesk, Teramind, and associated Data & Quality Management (QM) tools. This role acts as the primary subject matter expert, ensuring system stability, optimal performance, and continuous feature adoption. The purpose is to maximize agent efficiency, ensure compliance and align the capabilities of these platforms directly with operational objectives to deliver a seamless, high-quality agent & customer experience.
Duties & Responsibilities
System Ownership & Strategy: Take full ownership of the technical health, lifecycle management, and multi-year roadmap for the entire Customer Services IT systems portfolio (including Genesys Cloud, Zendesk, Teramind, and integrated 3rd party tools).
Cross-System Integration: Define and govern the strategic approach for integrating different platforms (telephony, CRM, WFM, QA) to ensure data flow, system compatibility, and a unified agent experience.
Vendor & Budget Management: Manage key technology vendor relationships and oversee system-related budgets and capacity planning.Provide L3 subject matter expertise and guidance on how agents and supervisors can best utilize the appointed systems.
Maintain an expert-level understanding of new features and market trends across the CS technology landscape to drive continuous feature adoption.
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