Genesys Senior Support Engineer | Real Estate Job Vacancy in UAE Dubai
Posted date [2025-03-08]
(ID: 33764)
 |
Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional family business houses headquartered in Dubai, United Arab Emirates. |
Genesys Senior Support Engineer | Real Estate
The Genesys Senior Support Engineer will be responsible for maintaining the latest Genesys contact centre solutions, including Genesys Engage platforms (SIP Integration, IVR, Inbound, Outbound, Multichannel routing, GVP, Reporting, GIR, QM, WFM, e-Services) and Genesys Cloud Platform (Voice & Digital Channels). This role also involves assisting customers in migrating from Genesys Engage to Genesys Cloud while ensuring system stability, compliance, and optimal performance.
Job Location: UAE
Job Industry: Real Estate and Technology Solutions
Job Function: IT Support and Contact Center Solutions
Salary: Negotiable
Key Responsibilities
- Provide 24/7 support and participate in on-call shifts to maintain Genesys systems
- Act as the main point of contact for key clients, ensuring timely issue resolution and customer satisfaction
- Troubleshoot and resolve production-impacting issues, including severity 1 and 2 incidents
- Perform infrastructure maintenance, upgrades, and system tuning to optimize application performance
- Identify pain points in the architecture and recommend improvements
- Ensure compliance with audit and regulatory requirements
- Maintain up-to-date knowledge of Genesys product releases and features
- Document operational procedures and environment settings
Service Delivery
- Deliver exceptional support services and manage stakeholder expectations
- Ensure seamless customer experience through proactive monitoring and maintenance
- Maintain comprehensive documentation of service requests, system configurations, and troubleshooting procedures
People Management
- Train and mentor support engineers to improve technical knowledge and troubleshooting efficiency
- Supervise internal and external resources to ensure smooth project execution
- Lead and manage the team of Genesys consultants
Required Skills and Experience
- Bachelor\'s degree in IT, Computer Science, or a related field
- Genesys Certified Professional (mandatory)
- Minimum 5 years of experience in installation and maintenance of Genesys Contact Center Solutions
- At least 3 years of experience in leading solution delivery and managing teams
- Strong expertise in Genesys Engage & Cloud, including SIP, IVR, Multichannel Routing, eServices, Call Recording, QM, WFM, and Pulse
- Hands-on experience in installation, configuration, and troubleshooting of Genesys applications
- Strong knowledge of ITIL processes and tools (ITIL certification is a plus)
- Experience in Contact Center integration with SBC, Gateways, and networking infrastructure
About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers complete engineering and systems integration solutions across the UAE, Qatar, Saudi Arabia, and Egypt. The company provides a range of services in air conditioning, scaffolding, elevators, life safety, MEP, energy management, and digital transformation. The Technologies division specializes in IT infrastructure, contact centre solutions, business applications, and advanced analytics, ensuring businesses have end-to-end technology support for operational excellence.
The Genesys Senior Support Engineer will be responsible for maintaining the latest Genesys contact centre solutions, including Genesys Engage platforms (SIP Integration, IVR, Inbound, Outbound, Multichannel routing, GVP, Reporting, GIR, QM, WFM, e-Services) and Genesys Cloud Platform (Voice & Digital Channels). This role also involves assisting customers in migrating from Genesys Engage to Genesys Cloud while ensuring system stability, compliance, and optimal performance.
Job Location: UAE
Job Industry: Real Estate and Technology Solutions
Job Function: IT Support and Contact Center Solutions
Salary: Negotiable
Key Responsibilities
- Provide 24/7 support and participate in on-call shifts to maintain Genesys systems
- Act as the main point of contact for key clients, ensuring timely issue resolution and customer satisfaction
- Troubleshoot and resolve production-impacting issues, including severity 1 and 2 incidents
- Perform infrastructure maintenance, upgrades, and system tuning to optimize application performance
- Identify pain points in the architecture and recommend improvements
- Ensure compliance with audit and regulatory requirements
- Maintain up-to-date knowledge of Genesys product releases and features
- Document operational procedures and environment settings
Service Delivery
- Deliver exceptional support services and manage stakeholder expectations
- Ensure seamless customer experience through proactive monitoring and maintenance
- Maintain comprehensive documentation of service requests, system configurations, and troubleshooting procedures
People Management
- Train and mentor support engineers to improve technical knowledge and troubleshooting efficiency
- Supervise internal and external resources to ensure smooth project execution
- Lead and manage the team of Genesys consultants
Required Skills and Experience
- Bachelor\'s degree in IT, Computer Science, or a related field
- Genesys Certified Professional (mandatory)
- Minimum 5 years of experience in installation and maintenance of Genesys Contact Center Solutions
- At least 3 years of experience in leading solution delivery and managing teams
- Strong expertise in Genesys Engage & Cloud, including SIP, IVR, Multichannel Routing, eServices, Call Recording, QM, WFM, and Pulse
- Hands-on experience in installation, configuration, and troubleshooting of Genesys applications
- Strong knowledge of ITIL processes and tools (ITIL certification is a plus)
- Experience in Contact Center integration with SBC, Gateways, and networking infrastructure
About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers complete engineering and systems integration solutions across the UAE, Qatar, Saudi Arabia, and Egypt. The company provides a range of services in air conditioning, scaffolding, elevators, life safety, MEP, energy management, and digital transformation. The Technologies division specializes in IT infrastructure, contact centre solutions, business applications, and advanced analytics, ensuring businesses have end-to-end technology support for operational excellence.
