System Engineer - Genesys Cloud Platform (m/f/d)

at  Damovo

We at Damovo Poland are seeking a highly skilled and motivated System Engineer (m/w/x) specializing in Genesys PureCloud to join our Network Operations Centre team.
As a System Engineer, you will play a critical role in ensuring the optimal performance, reliability, and availability of our customers’ Genesys PureCloud environments. You will be responsible for monitoring, maintaining, and troubleshooting the systems, providing expert support, and ensuring high levels of customer satisfaction.

Key responsibilities

• Monitor the health and performance of the Genesys PureCloud environments using various monitoring tools and techniques
• Perform routine system checks and maintenance tasks to ensure the stability and reliability of the Genesys PureCloud platforms
• Respond to alerts and incidents in a timely manner, troubleshooting and resolving issues to minimize downtime and impact on customers
• Collaborate with cross-functional teams to address and resolve complex technical problems, escalating issues to higher-level support when necessary
• Conduct root cause analysis for incidents and implement corrective actions to prevent recurrence
• Assist in the implementation of new Genesys PureCloud features, updates, and upgrades, ensuring minimal disruption to operations
• Create and maintain detailed documentation of incidents, system changes, and operational procedures
• Provide expert guidance and support to customers, helping them optimize their use of Genesys PureCloud and addressing their technical concerns
• Participate in an on-call rotation to provide 24/7 support for critical issues

Skills & Experience we are looking for

• Proven experience as a System Engineer or similar role, with a focus on Genesys PureCloud environments
• Strong understanding of contact center technologies and concepts, particularly those related to Genesys PureCloud as well as Microsoft and Linux operating systems
• Excellent troubleshooting and problem-solving skills, with a keen attention to detail
• Strong communication skills, with the ability to convey technical information clearly and effectively to both technical and non-technical stakeholders
• Excellent German language skills, with a minimum of C1 level proficiency, and good English language skills
• Ability to work independently and as part of a team, with a proactive and customer-focused approach
• Flexibility to work in shifts and participate in an on-call rotation as needed

• Monitor the health and performance of the Genesys PureCloud environments using various monitoring tools and techniques
• Perform routine system checks and maintenance tasks to ensure the stability and reliability of the Genesys PureCloud platforms
• Respond to alerts and incidents in a timely manner, troubleshooting and resolving issues to minimize downtime and impact on customers
• Collaborate with cross-functional teams to address and resolve complex technical problems, escalating issues to higher-level support when necessary
• Conduct root cause analysis for incidents and implement corrective actions to prevent recurrence
• Assist in the implementation of new Genesys PureCloud features, updates, and upgrades, ensuring minimal disruption to operations
• Create and maintain detailed documentation of incidents, system changes, and operational procedures
• Provide expert guidance and support to customers, helping them optimize their use of Genesys PureCloud and addressing their technical concerns
• Participate in an on-call rotation to provide 24/7 support for critical issue