Job Type: 6 months Contract
Work Mode: Onsite, Shift- 9 AM to 5 PM
Department: IT / Contact Center Operations
Role Summary
We are seeking experienced Genesys Support Engineers at L2 and L3 levels to support, maintain, and optimize our Genesys Contact Center platform. The role involves incident troubleshooting, system monitoring, root cause analysis, and collaboration across technical teams to ensure high availability and performance of contact center operations.
The L3 role includes additional responsibilities such as handling escalations, performing advanced diagnostics, and providing technical leadership to L2 engineers.
Key Responsibilities:
- Provide technical support for Genesys Contact Center components including routing, reporting, Workspace, voice infrastructure, GVP, SIP Server, and related modules.
- Monitor system health, identify potential issues, and proactively take corrective actions.
- Troubleshoot incidents related to Genesys Engage / Genesys Cloud platforms.
- Collaborate with L1 teams and escalate unresolved issues where necessary.
- Perform root cause analysis and implement preventive measures.
- Document incidents, solutions, and standard operating procedures (SOPs).
- Participate in change management, deployments, and system enhancement activities.
- Ensure compliance with SLAs, ITIL processes, and internal quality standards.
Required Skills & Experience
- Strong understanding of Genesys architecture and components.
- Hands-on experience with Genesys Engage or Genesys Cloud.
- Good knowledge of SIP, VoIP, and telephony protocols.
- Experience using troubleshooting tools and techniques.
- Familiarity with ITIL incident and problem management processes.
- Strong communication and documentation skills.
Preferred Qualifications
- Genesys Certifications: GCP, GCA, or relevant specialization tracks.
- Experience working with CRM, IVR, CTI, or third-party integrations.
- Scripting knowledge (Routing Strategy, JavaScript, etc.).
- Exposure to cloud platforms such as AWS or Azure.
