Genesys Cloud Platform Engineer

Kuala Lumpur
Permanent
Full-time

1 month ago

Entity: TechnologyJob Family Group: IT&S GroupJob Description:As an Enterprise Technology Engineer, you are a technology service expert providing bp with capabilities in the definition, and operation of critical IT services. The role uses knowledge of both traditional concepts and site/software reliability principles and operational support techniques.Our Enterprise Technology Engineers run the delivery of services from internal squads or external providers to ensure business performance in line with agreed, SLOs, IT outcomes and levels of risk and resilience. You ensure operational integrity and operational compliance with appropriate regulatory and internal standards. You are familiar with DevOps based models as well as traditional outcome-based services and are skilled in collaborating with multidisciplinary teams to identify and resolve customer pain points, inefficiencies, and blockers to delivery velocity. You are a skilled vendor manager, able to hold suppliers account for the quality of their delivery.You thrive in a culture of continuous improvement. You are curious and improve your skills through continuous learning of new industry technologies, trends & methods, applying knowledge gained to improve bp standards and the capabilities of the Enterprise Technology Engineering Community!This role will be supporting the Genesys Cloud service and its users as a Genesys Cloud administrator in the ASPAC region - primarily the Kuala Lumpur, Australia and New Zealand operations based in Malaysia and India.Genesys Cloud is a cloud-based contact center platform and routing engine, handling customer interactions for bp’s Finance organization across the globe.Scope of this role includes:

change requests required for effective routing of customer interactions daily
enhancements requested by operational teams in the system regularly (i.e., scheduling)
user education
ongoing user org projects for bigger enhancements, transitions to the platform along with the developer, solution, and process streams
daily engagement with supported operations in Kuala Lumpur and Pune
regular engagement with suppliers

Key accountabilities

develop, test, implement improvements to the Genesys Cloud product.
Collaborate extensively with wider Digital technology teams, suppliers, and stakeholders to resolve incidents, requests, and problems.
Assure the safe application and adoption of new and updated technologies into the environment.
Manage process and system improvements, identifying, and implementing continuous value improvement plans for enterprise technology engineering and ensure best practice is shared across the team.

Essential experience and job requirements:

expertise and firsthand knowledge of any Genesys technology
understanding email architecture, telephony platform and integration into CRM platform (Salesforce).
Bachelor’s or master’s degree or equivalent experience– subject agnostic based on experience.
5+ years’ experience in scaled Service Delivery Roles with experience handling software vendors or outsourced service providers alongside internal teams.
Demonstrable Knowledge in the application of modern Service Delivery methods – from Site Reliability Engineering to traditional ITIL and understanding of Product Based delivery.
Knowledge of ticketing systems, preferably Service Now
Experience participating in IT led projects and cross-team projects.
Agile experience participating in scrums.
Broad experience contributing and collaborating to assist design, plan, implement, maintain, and document services and solutions.

Travel Requirement No travel is expected with this roleRelocation Assistance: This role is not eligible for relocationRemote Type: This position is a hybrid of office/remote workingSkills: Commercial Acumen, Communication, Data Analysis, Data cleansing and transformation, Data domain knowledge, Data Integration, Data Management, Data Manipulation, Data Sourcing, Data strategy and governance, Data Structures and Algorithms (Inactive), Data visualization and interpretation, Digital Security, Extract, transform and load, Group Problem SolvingLegal Disclaimer:We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please .If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

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