Genesys Application Support 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 Application Support Specialist **to join our team.
- 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 prides itself on delivering advanced customer experience through technology and expertise, to ensure our customers can execute on high-value and personalised experiences, across human and digital touch-points (omnichannel).
- As a Genesys Application Support Specialist, you will be part of a team of high performing support engineers, working for an award-winning solution innovator with a heavy focus on omni-channel contact centre solutions, by Genesys.Key Responsibilities
- Be a specialist in core Genesys Engage technologies that can advise SME support engineers and vendors 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, updating and producing documentation where appropriate- Supporting Service Delivery Management with customer interactions as a 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.- Be a part of an on-call rota.
- Co-ordinating and delivering technical investigations with support from the service desk and any other second and third line internal and external third-party resolver groups within escalation timelines, to support colleagues and meet SLA targets.- Undertake daily system maintenance tests of customer environments to confirm system health, ensuring any test failures are appropriately logged, and escalated, in line with documented procedures.- Perform 2nd line technical support, including analytical problem-solving research and testing activities to resolve/fulfil requests to meet resolution/workaround targets.
- Conduct communication with customers and colleagues professionally and courteously throughout support request fulfilment, to meet CSAT objectives and Contractual SLAs.- Flexibility to potentially provide, on occasion, On-location Support which may include travel to UK and international customer sites.-
Skills Knowledge and Expertise

**Essential**
- Good foundational IT skills demonstrated by technical qualifications, a number of years’ experience, or further education such as a degree, national certificate or diploma- Experience in IT Support, specifically: Networking, Application, and Agent-based environments- Team player, Highly self-motivated and the desire to improve and develop technical skills and- Clear and concise verbal a communication with the ability to communicate clearly in writing and over the telephone- Previous exposure and solid capability in a support role within a demanding and customer focussed environment
- Analytical mind-set with logical and methodical approach to problem solving- 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**Beneficial**
- Knowledge and experience of Genesys Engage, certifications are highly advantageous- Knowledge and experience of Session Border Controllers, certifications are highly advantageous- Good working knowledge and understanding of ITIL specifically incident, problem and change management processes.
- Experience delivering Managed Services to Contact Centre, CRM, and A.I. solutions Knowledge of ITSM tools and frameworks, such as ServiceNow and ITIL**Benefits**:

- This is your chance to join and friendly and passionate team that will mot