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Technology Support Specialist - Genesys

bpKuala Lumpur, Kuala Lumpur, Malaysia

1 hari lalu

Penerangan pekerjaan

Overview

bp Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Technology Support Specialist - Genesys role at bp

As an Enterprise Technology Engineer - Genesys (Junior Engineer), Technology Support Specialist , 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. bp uses DevOps based models as well as traditional outcome-based services and collaborates 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 accountable for the quality of their delivery. You will support 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

3+ years’ experience in scaled Service Delivery Roles with experience handling software vendors or outsourced service providers alongside internal teams

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

About bp

bp is a global energy business with a purpose to reimagine energy for people and our planet. We aim to be a very different kind of energy company by 2030, helping the world reach net zero and improving people’s lives. We are committed to creating a diverse and inclusive environment where everyone can thrive. Join bp and become part of the team building our future!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Oil and Gas

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Technology Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia