Job Description

Job Requisition ID: 166138


Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.


By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day




Overview of the role :




The Genesys Engineer will be responsible to maintain latest Genesys contact centre solutions including, but not limited to Genesys Engage platforms (including SIP Integration, IVR, Inbound, Outbound, Multichannel routing, GVP, Reporting, GIR, QM, WFM, e-Services), Genesys Cloud Platform (Voice & Digital Channels) and assist customer with migration from Genesys Engage to Genesys Cloud.




What you will do :




a) Support & Maintenance




• Provide 24/7 Support and Participate in a shift/on-call roster as necessary, to provide support coverage outside of standard business hours.
• Complete ownership of the tickets assigned and provide the RCA/permanent resolution.
• Act as SPOC for key clients in handling Customer Communications and also responsible for providing timely resolution for reported issues.
• Providing regular updates about the issues to the stakeholders involved.
• Plan and Perform infrastructure maintenance & upgrades for CTI infrastructure.
• Collaborate with subject matter experts, Customer Infrastructure teams in troubleshooting and resolving issues.
• Develop and implement process to reduce manual operations / automate routine operational activities.
• Actively participate in the severity 1 & Severity 2 production impacting issue.
• Maintain stable environment by tuning the apps and environment.
• Identify the pain areas in the architecture and suggest & implement the improvements
• Ensure system compliance to all audit and compliance regulations
• Keep up with the product releases and learn the new features/functionalities.






b) Service Delivery




• Provide the complete service interface with the clients / stakeholders and the management.
• Ensure Customer Satisfaction with the 24x7 Support






c) Administrative & Coordination Support:




• Ensure excellent documentation management and day to day activities are undertaken to the required standards.
• Assist with the preparation, coordination and updating of the business reports.
• Provide a high collaboration level to support and assistance to other departments and senior managers whenever needed.
• Document the environment and operational procedures.






d) People Management




• Manage, train, and motivate the staff within the department according to company procedures, policy and employment law.
• Develop internal staff motivation and coaching sessions with a specific aim to improve staff presentation techniques to third parties.
• Employ and supervise both internal and external resources.






Required skills to be successful :




• Experience in all modules of Genesys Engage & Cloud.
• Manage and Support Genesys SIP, IVR, Multichannel Routing, eServices, Call Recording & QM, WFM, Pulse & GCXI.
• Hands on experience of Installation and Configuring Genesys applications.
• Ability to conduct L2/L3 level troubleshooting on Genesys Modules
• Genesys Certified in CIM Troubleshooting for Support.
• Knowledge of Genesys Connect will be an added advantage.
• Expert level of technical Skills in -


o Genesys SIP


o Genesys Interaction Recording


o Genesys Screen Recording


o Genesys Solution Design and Implementation Skills


o Genesys Multimedia (E-Mail, Chat) Routing


o Genesys Inbound, Outbound Implementation




What equips you for the role :




• Bachelor's degree in Computer Science / IT or equivalent
• Certification from Genesys
• Minimum 5 years of experience in installation and maintenance of Genesys Contract Center Solutions,
• Minimum 3 years of experience in leading the solution delivery activity at customer site.




About Al-Futtaim Engineering & Technologies

Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.



The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation.



The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services.



These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.