Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our  DotActiv searchable knowledgebase.  There are times when our software users need knowledgeable support from an empathetic technical support person - that's where you come in. As technical support your main duties would be as follows:  - Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.  - Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice) - Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals. - Analyse customer support cases to determine new features to be logged for development and deployment/ software errors to be logged for immediate fixing. - Since customers are creating plans which are dependent on accurate data you will be required to provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding). - Since many of our customers are in different time zones and we seek to provide them with exceptional support you will be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company salary.  You will be required to work remotely, with a monthly Cost to Company between R18 000 and R22 000 (depending on your qualifications and experience), we’re looking for someone to provide proactive customer support.  Who is DotActiv? DotActiv provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old. What does that mean for you? Working in technical support at DotActiv, you would have the opportunity of engaging with top retail brands from all corners of the world every single day. The multiplicity of culture exposure is dramatic and can be both very challenging and rewarding. Our business is growing quickly which makes for a high-pressure environment.  Your colleagues will push you to be better because as a group we want to win out there in the market but they will also support you in a very sincere way.

Our customers rely on us to provide them with the software and services they need to create exceptional in-store experiences. What we provide allows retailers and suppliers in more than 90 countries to craft data-driven assortments and product layouts that drastically increase store performance. Our software users enjoy a wealth of capabilities and a comprehensive library of resources which are available on both our online learning platform and our  DotActiv searchable knowledgebase.  There are times when our software users need knowledgeable support from an empathetic technical support person - that's where you come in. As technical support your main duties would be as follows:  - Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience.  - Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success. (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice) - Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals. - Analyse customer support cases to determine new features to be logged for development and deployment/ software errors to be logged for immediate fixing. - Since customers are creating plans which are dependent on accurate data you will be required to provide data analysis, processing and validation using excel and SQL. (A mandatory course for this will be a part of your onboarding). - Since many of our customers are in different time zones and we seek to provide them with exceptional support you will be subject to a rotational on-call schedule. Making yourself available for “On-call” time is remunerated over and above your monthly total cost to company salary.  You will be required to work remotely, with a monthly Cost to Company between R18 000 and R22 000 (depending on your qualifications and experience), we’re looking for someone to provide proactive customer support.  Who is DotActiv? DotActiv provides category management software and services which enable retailers and suppliers to analyse their retail data and create data-driven assortments, planograms and floor plans. We’re a passionate group of young people that want to be successful in everything we do. Our entire company is made up of +-70% of females while the average age is about 26 to 28 years old. What does that mean for you? Working in technical support at DotActiv, you would have the opportunity of engaging with top retail brands from all corners of the world every single day. The multiplicity of culture exposure is dramatic and can be both very challenging and rewarding. Our business is growing quickly which makes for a high-pressure environment.  Your colleagues will push you to be better because as a group we want to win out there in the market but they will also support you in a very sincere way.

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Job Summary: The SS and AI (Self Service and Artificial Intelligence) team is a global Professional Services organization responsible for designing, developing, and delivering highly customized self-service IVR and AI-driven bot solutions across the Genesys platform ecosystem. As a Self-Service Architect, you will lead the architecture and delivery of advanced IVR, voicebot, and routing solutions that transform customer experiences through intelligent automation. You will collaborate closely with customers, sales teams, and cross-functional Agile teams to translate business requirements into scalable, high-impact technical solutions. At Genesys, we are transforming the customer experience landscape through empathy, AI innovation, and global impact. Joining Genesys means becoming part of a team that is redefining how organizations engage with their customers at scale. Responsibilities: - Lead presales and discovery engagements to understand customer objectives and define scalable self-service solutions. - Facilitate customer workshops to design IVR and AI-driven bot architectures aligned with business and technical requirements. - Architect, design, and develop IVR, routing, and bot applications using Genesys Cloud, Composer, Designer, and Intelligent Automation. - Integrate third-party platforms such as Google Dialogflow, Amazon Lex, and Nuance Mix with Genesys environments. - Develop solutions spanning DTMF, speech recognition, natural language understanding, and predictive routing capabilities. - Estimate development effort and collaborate with sales and project leadership to define scope and delivery timelines. - Drive Agile delivery by partnering with Product Owners and Scrum Masters to define and own user stories and epics. - Present solution designs and conduct knowledge transfer sessions at project completion. - Collaborate across global teams while adapting to time zone and cultural differences. - Provide feedback to product teams on APIs, architecture, and platform enhancements to improve solution delivery. Qualifications: - Demonstrate flexibility to work in North America shift hours (up to 3 PM EST or 1:30 AM IST) as required. - Possess 5 or more years of experience in software development or Professional Services in a technical leadership capacity. - Hold a Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical discipline. - Demonstrate 5 or more years of experience designing and delivering commercial IVR and routing applications. - Demonstrate 3 or more years of experience developing bots, including voicebots and speech-enabled solutions. - Exhibit strong expertise in IVR and bot architectures, including telephony, ASR engines, caching, prompt management, web services integration, and operational diagnostics. - Demonstrate experience in customer-facing roles and the ability to manage complex stakeholder interactions. - Apply strong analytical, programming, and problem-solving skills to complex technical challenges. - Communicate effectively in English with both business and technical stakeholders. - Demonstrate willingness to travel domestically and internationally as required. Preferred Qualifications: - Collaborate effectively with VUI designers and interaction design specialists. - Work closely with speech scientists on grammar and speech model development. - Demonstrate hands-on experience deploying Genesys Cloud solutions in enterprise environments. - Hold GCP or AWS certification. #LI-Remote #LI-GR1 If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

We are currently hiring a Workers Compensation Consultant to join our team remotely in Ontario, Canada. Why Crawford? Because a claim is more than a number — it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community – one claim at a time. At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us. We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com Our total compensation plans provide each of our employees with far more than just a great salary Pay and incentive plans that recognize performance excellence Benefit programs that empower financial, physical, and mental wellness Training programs that promote continuous learning and career progression while enhancing job performance Sustainability programs that give back to the communities in which we live and work A culture of respect, collaboration, entrepreneurial spirit and inclusion