Technology Support Engineer

Project Role : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : Genesys Cloud CX Good to have skills : NA Minimum 2 year(s) of experience is required Educational Qualification : 15 years full time education

Summary: We are seeking a Genesys Cloud CX Support Engineer with 3+ years of experience to support enterprise Genesys Cloud CX (CCaaS) environments. The ideal candidate will have handson experience in contact center operations, IVR support, call routing, user administration, and telephony troubleshooting. The role involves maintaining platform availability, supporting business users, troubleshooting production issues, and assisting in cloud contact center enhancements.

Roles & Responsibilities: Support the daytoday administration and operation of Genesys Cloud CX. Configure and maintain Architect Flows, IVR, Queues, Skills, ACD, and Omnichannel Routing. Perform user provisioning, role assignments, queue management, and MACD activities. Monitor platform health, call quality, and system performance. Troubleshoot issues related to voice routing, SIP trunks, call flows, telephony, and agent desktops. Support integrations with Salesforce, ServiceNow, Microsoft Teams, and other business applications. Generate operational reports, dashboards, and usage statistics. Participate in incident, problem, change, and release management activities. Coordinate with Genesys support, telecom providers, and internal teams to resolve production issues. Maintain documentation, SOPs, and operational runbooks.

Required Skills Genesys Cloud CX Administration Architect Flow & IVR Support ACD & Queue Management Omnichannel Routing SIP & Basic Telephony Concepts Contact Center Operations User & Role Management Reporting & Monitoring Incident & Problem Management CRM Integration Fundamentals (Salesforce/ServiceNow)

Preferred Skills Microsoft Teams Voice REST API Fundamentals BYOC Cloud Basics AWS/Azure Cloud Fundamentals Python or PowerShell (Basic) ITIL Foundation

Professional Attributes Strong troubleshooting and analytical skills. Good verbal and written communication. Customerfocused with a proactive approach to problem resolution. Ability to work collaboratively with crossfunctional teams. Eagerness to learn new cloud and contact center technologies.

Professional & Technical Skills: - Must To Have Skills: Proficiency in Genesys Cloud CX. - Experience with cloud-based contact center technologies and their operational support. - Strong problem-solving skills with the ability to analyze complex system issues. - Familiarity with incident management and change management processes. - Ability to collaborate effectively with vendors and cross-functional teams to resolve technical challenges.

Additional Information: 3+ years of experience in Contact Center, Unified Communications, or Voice Support. Handson experience supporting Genesys Cloud CX or similar CCaaS platforms. Experience with IVR, call routing, telephony support, and incident management is preferred.

Preferred Certifications Genesys Cloud CX Certified Associate/Professional *(Preferred)* ITIL Foundation Microsoft Azure Fundamentals or AWS Cloud Practitioner *(Preferred)*

Key Competencies Genesys Cloud CX Support Contact Center Operations IVR & Call Flow Support Omnichannel Routing User & Queue Administration SIP & Telephony Basics Platform Monitoring Incident & Change Management Customer Support & Service Delivery Cloud Contact Center Fundamentals

15 years full time education

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