Trainee Genesys Support Engineer in Scotland, United Kingdom

at British Sky Broadcasting

Computer Software
Information Technology
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female

Job Description

The main purpose of this role will be to deliver on-going technical support for BSkyB's Genesys based Customer Management and Contact Centre applications and underlying telephony architecture.


  • Provide technical expertise to enable the correct operation of the application and operational procedures.
  • Ensure that the applications are supported using the appropriate processes and check that all requests for support are dealt with according to agreed procedures.
  • Accept software modules from software developers and produce software builds for loading onto target hardware from software source code.
  • Undertake routine installations and de-installations of software. Taking action to ensure that targets are met within established safety and quality procedures.
  • Ensure that you maintain knowledgeable information and communicate your technical knowledge and specialisation.
  • Work on your own initiative or with other departments and third parties to isolate and resolve incidents.
  • Contribute to the planning and implementation of maintenance and installation work.
  • Support other technologies that interact with the Genesys platform, such as PCI regulatory software, Work Force Management and Call Recording.


  • Hold a degree in Computer Sciences or equivalent
  • Ideally experienced in a Support capacity, but not essential.
  • An understanding of the operations of a contact centre.
  • A passion for technology and supporting the customer.
  • Excellent problem solving and analytical skills.
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