CX Onsite Engineer – Cape Town - Gauteng, Johannesburg, South Africa - Altron Bytes Systems Integration

Description

Altron Bytes Systems Integration's job vacancy, Career and Recruitment

Job title : CX Onsite Engineer – Cape Town jobs in Gauteng

Job Location : Gauteng, Johannesburg

Deadline : May 08, 2024

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Job Description

The CX Engineer is responsible for the configuration, implementation, operation, and upgrading of CX software systems and associated physical and virtual peripheral components/systems.

Responsibilities

The CX Engineer utilizes software that manages solutions applications not only to guarantee performance to Genesys / CX software environments but also to better orchestrate and automate the provisioning of resources. Exercises considerable latitude in determining objectives and approaches to assignments.

The CX Engineer will provide delivery of existing and new capabilities and solutions across the CX portfolio. This role will be responsible for the analysis, planning, evaluation, implementation, and validation of innovative CX solutions.

Main Duties / Key Accountabilities:

Perform 2nd / 3rd Genesys / CX platform support as part of existing and new SLAs

Provide effective and efficient customer service (customer satisfaction, queries, and complaints to be resolved)

Ensure calls are resolved within SLAs

Execution of operational support tasks as part of a team of Engineers.

Be a point of technical contact to provide high-quality consultancy for CX solutions to customers

Design, create and/or troubleshoot and support CX products

Develop, maintain, implement, and support complex CX solutions involving web services

Contribute to the solution architectural design, amongst other disaster recovery and high availability

Ensure complex solutions and integration projects are implemented successfully

Automation of deployment and migration tasks

Conducting technical Knowledge Transfer sessions for members of customer teams and for internal teams

Contribute to the CX solutions switchovers to the production state

Adhere to development practices and coding principles and perform Proof of concepts as needed

Integrating Cloud with IVR, IVA, Routing, eServices, VOC, RM solutions (like Salesforce, MS Dynamics) and WFM systems

Configuring and integrating Softphones, Call and Screen recordings and Quality Management systems

Analytical, communication, organizational and problem-solving skills support existing and new CX customers

Working with Cloud Technologies, Cloud Foundry, AWS, etc.

Constant monitoring of systems

Collect logs related to customer-affecting issues and investigate the possible root cause. Incident resolution and reporting

Continuous refinement of system checks

Take part in technical training sessions with all technical staff as and when needed

Provide technical input during client meetings

Liaise with Vendors on technical issues

To develop and update the Site File for each client regarding the CX solutions correctly filled to the relevant business directory in accordance with corporate governance

Maintaining system configuration and other system-related documentation

Introduce automation into manual processes

Respond speedily to emails or voicemails

Quality communications all to staff

Early warnings for potential problems/events

Standby

Requirements: Education, Training and Experience

Matric and/or Technical diploma with a Telecommunication background

General IT knowledge

Knowledge of Windows Server, XP, Windows 7, and general desktop support issues

1-5 or more years of Genesys Engage and Cloud experience

1-5 years of general IT and Call Centre experience

Genesys / AWS / Infobip certifications

Strong experience in Genesys / AWS / CX Solutions

Experience in communications with customer representatives.

Be able to understand and analyze business needs to develop, design and deploy solutions.

Familiarity with implementation and release management.

Excellent soft skills – communication, teamwork, time management, stress management, and organisational skills, as well as a successful history of communication with customers

Demonstrated technical problem-solving skills and ability to troubleshoot challenging configurations.

Personal Attributes and Skills Required

Ideally the candidate should have excellent communication skills and be able to handle difficult clients

Attention to detail and strong problem-solving skills

Knowledge of any one or more of the following would be beneficial:

Server experience

Telephony MIS and PBX

Onsite customer support Cape Town

Must be able to work Mondays to Fridays at the customer site in Cape Town

*Customer Service jobs in south africa
*CX Onsite Engineer – Cape Town in Johannesburg