Act as a technical advisor for users, analyzing their needs, working with reference tools, and following best practices to ensure the smooth running and integrity of technology operations.
Provide specialized support for telephony infrastructures, including but not limited to Genesys Cloud.
Track requests using the incident management tool and change control procedures to ensure complete problem resolution, reduce the number of incidents, and decrease incident recovery time.
Establish and maintain excellent working and collaborative relationships with other company departments.
Contribute to the creation of reference manuals for end‑users by writing process documentation to improve intervention efficiency and knowledge transfer.
Participate in the training of other team members and the transfer of specialized skills, a...