- Provide a high level of technical and subject matter expertise in Genesys Cloud and serve as a point of escalation for technical issues related to specialty.
- Provide a high level of expertise in Contact Center technology solutions including VOIP, IVR, ACD, multi-channel contact routing, voice bots, chat bots, workforce management, quality assurance, and integrations to third-party systems.
- Develop contact center solutions to meet business requirements while maintaining security, availability, reliability, and observability.
- Produce, deliver, and maintain appropriate documentation for systems in accordance document control standards and procedures.
- Identify risks & issues and take ownership to deliver appropriate resolutions.
- Provide technical expertise for root cause analysis and problem management.
- Improve change management processes and procedures to ensure the most efficient processing of change within appropriate service risk constraints.
- Collaborate with business, third party vendors, developers, application support and technical operations groups to determine appropriate hardware/software needed and to resolve any issues impacting the application processes.
- Provide direction into standards and procedures for monitoring, capacity planning, tuning, maintenance, performance optimization, backups and recovery; ensures infrastructure will meet capacity requirements to deliver projects on time.
- 4+ years of experience working in the same or similar role.
- Bachelor's Degree in Systems Engineering or similar.
- Knowledge & SkillExperienced professional with in-depth knowledge of contact center operations including ACD, IVR, omni-channel routing, queues, skills, call recording, and reporting
- In-depth knowledge of Genesys Cloud, including:Architect for call, messaging, and bot flows
- Knowledge in Data Tables and Data Actions.
- Knowledge in Embedded Clients.
- Experience with integrations.
- Outbound Campaigns
- Telephony Management
- Great english communication.
- Live in Mexico City.
- Experience in the implementation and use of API and web service-based integrations
- Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
- Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
- Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
- Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
-
SQL- UNIX Support Engineer
hace 2 semanas
TigerTeam Mexico City, México De jornada completaEmpresa global se encuentra en la búsqueda de un SQL- UNIX Support Engineer · Requisitos: · Ofrecemos: · Contratación 100% nomina con el cliente · Prestaciones superiores de Ley · Trabajo 100% Remoto · Conocimientos: · Nivel de Inglés Avanzado Conversacional · Mínimo 3 años de e ...
-
PL/SQL Support Engineer
hace 3 semanas
TigerTeam Mexico City, México De jornada completaEmpresa global se encuentra en la búsqueda de un PL/SQL Support Engineer · Requisitos: · Ofrecemos: · Contratación 100% nomina con el cliente · Prestaciones superiores de Ley · Trabajo 100% Remoto · Conocimientos: · Nivel de Inglés Avanzado Conversacional · Mínimo 3 años de expe ...
-
Support Engineer
hace 4 días
Dresden Partners México**Descripción**: · En **Dresden Partners** conectamos el talento con empresas globales de primer nível. Somos un puente de oportunidad laboral especializados en Reclutamiento TI en México, LATAM y USA. · Estamos en búsqueda de talento para la posición: Ingeniero de soporte · **Es ...
-
IT Support Engineer
hace 1 semana
Working-Mexico-Headhunter Ciudad de México**Resumen de la vacante**: · - Salario: Sueldo entre $40,000 a $50,000 brutos (según experiência) · - Localidad: CDMX · - Duración: Tiempo Completo · **Descripción**: · Estamos en la búsqueda de **IT Support Engineer - SQL **para empresa líder en consultoría, reconocida por sus s ...
-
Opration Support Engineer
hace 1 semana
Working-Mexico-Headhunter Ciudad de México**Resumen de la vacante**: · - Salario: Sueldo entre $70,000 a $90,000 brutos (según experiência) · - Localidad: CDMX · - Duración: Tiempo Completo · **Descripción**: · Estamos en la búsqueda de **Opration Support Engineer - (Banking Domain SME **para empresa líder en consultoría ...
-
Support Engineer
hace 1 semana
Boletia Iztapalapa, México**Acerca de Boletia** · Boletia es una plataforma digital para la venta de tickets y realización de eventos híbridos. Actualmente, nos estamos enfocando en migrar hacia un modelo centrado en el asistente a eventos, donde a través de automatización e inteligencia artificial podamo ...
-
Support Engineer
hace 1 semana
Algar Tech Colonia Lomas de Chapultepec, MéxicoSUPPORT ENGINEER --inglés AVANZADO · Instalaciones básicas, movimientos y cambios para computadoras portátiles y de escritorio. · Siguiendo instrucciones escritas, deben ser capaces de: · - instalar los sistemas operativos actuales de Microsoft para PC en una computadora de escri ...
-
Senior Security Support Engineer
hace 2 semanas
IQsec SA de CV Ciudad de MéxicoIQsec es una empresa 100% mexicana con más de 10 años en el mercado, brindamos soluciones integrales de Seguridad Informática y soluciones especializadas e innovadoras en el mercado de Ciberseguridad, nos encontramos en búsqueda de: Senior Security Support Engineer unirse a nuest ...
-
Microsoft Dynamic Support Engineer
hace 1 semana
Working-Mexico-Headhunter Ciudad de México**Resumen de la vacante**: · - Salario: Sueldo entre $60,000 a $90,000 brutos (según experiência) · - Localidad: CDMX · - Duración: Tiempo Completo · **Descripción**: · Estamos en la búsqueda de un **Microsoft Dynamic Support Engineer** para empresa líder en consultoría. · **Requ ...
-
Technical Support Engineer
hace 1 semana
Alia Integrando Talento Miguel Hidalgo, México· **Gigamon**, empresa líder que brinda servicios de TI especializado en ayudar a las empresas para monitorear y dar soporte a las redes de infraestructura de las nubes y data services, busca a su próximo **Technical Support Engineer.** · **Requisitos**: · - 1 a 2 años de experi ...
-
Support Engineer
hace 1 semana
Algar Tech Colonia Lomas de Chapultepec, MéxicoSUPPORT ENGINEER_ Inglés B1 (intermedio) · Instalaciones básicas, movimientos y cambios para computadoras portátiles y de escritorio. · Siguiendo instrucciones escritas, deben ser capaces de: · - instalar los sistemas operativos actuales de Microsoft para PC en una computadora de ...
-
Technical Support Engineer
hace 3 semanas
FANUC UK Ciudad de MéxicoAls Global Player bietet FANUC das Beste aus zwei Welten - internationale Karrierechancen in einem familiären Umfeld eines agilen Unternehmens, das den Menschen im Mittelpunkt sieht. Wir packen abwechslungsreiche Projekte an, arbeiten mit Leidenschaft an unseren Produkten und set ...
-
SQL Tech Support Engineer
hace 2 semanas
Connectingology Miguel Hidalgo, MéxicoImportante empresa líder mundial en soluciones y servicios en búsqueda de International Frontline Technical Support Engineer para ejecutar las siguientes tareas: · Gestionar tickets y cumplimiento de SLA · Cumplimiento de los estándares y procedimiento de soporte · Estar atentos ...
-
Technical Support Engineer H/m
hace 3 semanas
Safran México**Description du poste**: · Provides technical support to any area in Shop related to the engine and its components. It is the focal point between the OEM and the Shop in order to clarify criteria, obtain repairs and propose improvements. All this by monitoring CSC cases based on ...
-
Maintenance and Support Sw Engineer
hace 3 semanas
Diebold Nixdorf México**Resumen del Puesto** · Ingeniero de soporte con experiência manejando incidentes complejos. La posición asume un papel de liderazgo en las actividades de soporte de aplicaciones. Cuando corresponda, es requerido participar en reuniones de escalación de incidentes con clientes. ...
-
Customer Application Support Engineer I
hace 1 día
Watlow Electric Manufacturing, Inc. MéxicoUna oportunidad de crecer con nosotros · ¿Disfrutarías trabajar en el acelerado mundo de la tecnología industrial? Si es así, te tenemos una oportunidad sobresaliente para unirte a nuestro Equipo Watlow, donde trabajamos con muchas de las más grandes compañías como líderes en tec ...
-
Support Engineer
hace 3 semanas
SkydropX Inc. MéxicoEstamos innovando la logística y esto lo hemos logrado gracias a un equipo de personas visionarias, con ganas de crecer y cambiar el mundo . · En Skydropx encontrarás un espacio para desarrollar tu carrera dentro de un ambiente laboral dinámico, ambicioso y multicultural ...
-
IT Support Engineer
hace 1 semana
KETOS DELPHIN Tlahuac, México** IT SUPPORT ENGINEER** · OFRECEMOS: · Sueldo: $20,000 a $22,000 · Prestaciones de Ley · Vales de despensa · Contratación por tiempo indefinido · BUSCAMOS · Ingeniero (a) en Comunicaciones y Electrónica o carrera a fin. · Ingles Avanzado (se realiza soporte en ingles) · Ubicació ...
-
Optimization Support Engineer
hace 5 días
Atlas Copco Mexicana SA de CV Tlalnepantla, México**Optimization Support Engineer**: · - Functional area: Engineering- Country: Mexico- City: Tlalnepantla de Baz- Company name: Atlas Copco Mexicana SA de CV- Date of posting: Nov 8, 2023Our solutions are a key part of most industries - electronics, medical research, renewable ene ...
-
Technical Support Engineer Cctv
hace 3 semanas
Financiera Global Iztapalapa, MéxicoImportante Empresa de Tecnología Solicita · Ingeniero de Soporte Técnico CCTV ( Inglés intermedio) · Principales requisitos/responsabilidades: · - Formación Técnica, recien egresados de carreras técnicas o o Ingenierias en el sector de IT · - Habilidades técnicas y conocimientos ...
Jr. Contact Center Support Engineer - Mexico City, México - Thomson Reuters
Descripción
Are you passionate about the chance to bring your technical experience to drive our Engineering team using industry best practices in a world-class company? Here at Thomson Reuters we are hiring 100+ Engineers with various experience levels for our Operations Center in Mexico City. We are expanding our global Operations Centers footprint by establishing a new Operations Center in Mexico City to serve the Americas (North America and LatAm) with roles representing product, technology, sales operations, inside sales, customer service and finance.
About the role:
About you:
You're a fit for the role of Jr.Contact Center Support Engineer if your background includes:
What's in it for you:
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
#LI-FZ1
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
