Joseph Tubesing

Experience

• 

  Interactive Intelligence

  May 2013 - Aug 2013

  System Engineer/PSO Intern

  Became certified and worked as a System Engineer, then spent some time in the PSO testing department. Worked on a major project with a large team for majority of the internship. Went onsite with customers and helped with the testing process.

• 

  Interactive Intelligence

  May 2014 - Aug 2014

  System Engineer Intern

  After becoming re-certified, I joined the Support Handler Team and completed further training. Then I took on real casework which included interfacing with the customer, attending meetings, working with my team, and re-creating/troubleshooting problems.

• 

  Genesys | Interactive Intelligence

  May 2015 - Jan 2017

  • Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.• Research, resolve, and respond to questions received via telephone calls, email, web, and web chats in a timely manner.• Perform system analysis to troubleshoot and identify solutions to customer problems, including hardware, software, or system functionality.• Collaborate with internal teams to drive customer related issues to resolution.• Identify and assess incoming web incidents and distribute to System Engineers based on their overall availability.• Assist in the analysis and creation of documented solutions that will be published to a company knowledge base for internal and external use.• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.• Participate in team projects, including the design, development, documentation, analysis, and testing of systems to enhance the quality or efficiency of support service.• Able to handle emergencies, including after-hours calls during assigned on-call shifts.• Develop and deploy test systems.• Conduct product-related trainings, including presentations of new features and simulation activities in a demo environment.• Travel to customer sites to help troubleshoot and resolve difficult product issues.• Travel to remote offices for new-hire training.• Perform audits on customer systems.• Continually enhance technical and professional skills in their primary skill.• Develop a proficiency in a secondary skill. Show less • Primary customer contact and active communication for providing accurate and creative technical solutions to user problems of moderate and difficult nature.• Use independent judgment to research, resolve, and respond to questions received via telephone calls and web incidents in a timely manner.• Perform system analysis to identify and develop solutions for customer problems, including hardware, software, or system functionality.• Collaborate with internal teams to drive customer related issues to resolution.• Analyze and create documented solutions that will be published to a company knowledge base for internal and external use.• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and partners.• Participate in team projects, including the design, development, documentation, analysis, and testing of systems to enhance the quality or efficiency of support service.• Conduct product-related trainings, including presentations of new features and simulation activities in a demo environment.• Identify and assess incoming web incidents and distribute to System Engineers based on their overall availability.• Able to handle emergencies, including after-hours calls during assigned on-call shifts.• Travel to customer sites to help troubleshoot and resolve difficult product issues.• Travel to remote offices for new-hire training.• Develop and deploy test systems.• Perform audits on customer systems.• Continually enhance technical and professional skills in their primary skill.• Develop a proficiency in a secondary skill. Show less

  • Senior System Engineer

    May 2016 - Jan 2017

  • System Engineer

    May 2015 - May 2016
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  Genesys

  Jan 2017 - Oct 2020

  At this organization I helped managed a world class, global support team of the PureConnect platform that specialized in Integrations, APIs, and overall system operations. I worked cross-functionally with other departments to improve overall team efficiency and case resolution times. I managed customer and executive level escalations to ensure prompt and complete resolutions.Some of my key efforts in this role are:• Maintained world-class customer experience scoring through unprecedented case and customer growth.• Key player in a major integration project to align multiple product lines on process and tools after the acquisition of Interactive Intelligence• Leader of employee advocate group that improved overall employee moral and retention• Award-winning and successful team management of my former peers Show less • Supports a team of skilled engineers in order to deliver quick and accurate resolution of customer issues by providing technical guidance and 1 on 1 technical meetings.• Serves as a technical escalation owner on escalated support incidents to ensure they are moving in the correct direction and receive the necessary attention by coordinating with Senior Principal Engineers, Principal Engineers, Systems Engineers, management, development, and the customer.• Provides technical assistance and product specific familiarity to help bridge knowledge gaps and ensure success by reviewing design documentation, providing consulting, participating in conference calls, answering questions and participating in swarming on cases.• Mentors Principal Engineers, Associate Principal Engineers, Expert System Engineers, Senior System Engineers, System Engineers, and Associate System Engineers in growing knowledge in their skill areas and honing their communication and presentation abilities.• Enables others to build their product knowledge in order to proactively prevent issues and become more self-sufficient by creating and maintaining knowledge base articles, webinars, presentations, and external Support content and sites.• Develops, delivers and owns technical training for new employees as well as ongoing training for existing employees to prepare them for the future by creating and recording training material, lecturing, leading labs, and performing assessments.• Initiates product improvement by working with Product Management and Development to identify software bugs and desirable enhancements that will produce a better product.• Participates in technical phone screenings and interviews for hiring• Available for afterhours emergency calls as subject matter expert in skill team • Leads technical initiatives within their skill team and within support as needed• Keeps a current, general background across the Genesys PureConnect product line and associated technologies. Show less SME - Handlers and Integrations team - PureConnect product.• Supports a team of skilled engineers in order to deliver quick and accurate resolution of customer issues by providing technical guidance and 1 on 1 technical meetings.• Serves as a technical escalation owner on escalated support incidents to ensure they are moving in the correct direction and receive the necessary attention by coordinating with Principal Engineers, Systems Engineers, management, development, and the customer.• Provides technical assistance and product specific familiarity to help bridge knowledge gaps and ensure success by reviewing design documentation, providing consulting, participating in conference calls, answering questions and participating in swarming on cases.• Mentors Associate Principal Engineers, Expert System Engineers, Senior System Engineers, System Engineers, and Associate System Engineers in growing knowledge in their skill areas and honing their communication and presentation abilities.• Enables others to build their product knowledge in order to proactively prevent issues and become more self-sufficient by creating knowledge base articles, webinars, presentations, and maintaining & enhancing external Support content and sites.• Develops, delivers and owns technical training for new employees as well as ongoing training for existing employees to prepare them for the future by creating and recording training material, lecturing, leading labs, and performing assessments.• Initiates product improvement by working with Product Management and Development to identify software bugs and desirable enhancements that will produce a better product.• Manage and maintain virtual test environment for skill team• Participates in technical phone screenings and interviews for hiring• Available for afterhours emergency calls as subject matter expert in skill team • Keeps a current, general background across the Genesys PureConnect product line and associated technologies. Show less

  • Technical Team Manager

    Jul 2019 - Oct 2020

  • Sr. Principal Engineer

    Mar 2019 - Jul 2019

  • Principal Engineer

    Jan 2017 - Mar 2019
• 

  Infosys

  Oct 2020 - Jan 2021

  Manager - IT Services, Support and Operations

  At this organization I helped grow and stablize a support organization onshore and overseas for our client, Genesys, in a time of major transition.Some of my key efforts are:• Managing a change in workforce of an entire support organization. Ranging from difficult conversations, to bringing on new talent, and growing from a team of 12 to over 30.• Trained/Managed a new team while balancing the morale and challenges of the existing remaining team at the time of outsourcing and COVID.• Transitioned, rebuilt, and improved upon countless business processes with a new global support model Show less

• 

  ConvergeOne

  Jan 2021 - May 2021

  Senior Solutions Engineer

  I moved to this organization to help manage and support the Genesys Cloud product from a partner perspective. During my time here I managed a support queue, took on projects to improve process and customer experience, and worked with leadership to help redefine customer support processes.Some of my key efforts here are:• Quickly fell into a leadership type role, guiding my peers and others to better support our customers• Trained and helped managed other engineers which let to better customer experience and overall retention• Established new process that lead to more efficient and improved customer response times and resolutions of issues. Show less

• 

  Infosys

  May 2021 - Nov 2021

  Manager - IT Services, Support and Operations

  I was transitioned back to this organization for additional remediation efforts to help improve both process and customer experience while taking on a new team of 20+ individualsSome of my key efforts are:• Redefining employee career path and reporting structure for both on shore and off shore resources• Resolved and rebuilt processes that needed to adapt to an ever changing environment• Stepped back into this role and hit the ground running with little ramp up time

• 

  NICE

  Nov 2021 - now

  Sr. Technical Account Manager

  At this organization I've managed several customers in Premier segment as their designated technical account manager. I met weekly with all customers to improve their overall experience with the platform with empathy and understanding. I helped customer's navigate our platform, while proactively resolving internal challenges to better support our customers.Some of my key efforts in this role are:• Completed multiple NICE certifications as well as their leadership program• Helped re-define the TAM role by leveraging RACI and proper organizational change management• Improved and then maintained high customer NPS scores of 75+• Turned several high-risk accounts into customer advocates for NICE Show less