Genesys Cloud Support Engineer

Genesys Cloud Support Engineer

Posted 5 days ago by Aroghia

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Negotiable
Undetermined
Remote
Remote
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Application Programming Interface (API) Change Management Cloud Computing Cloud Technology Continuous Integration and Continuous Delivery DevOps Genesys Information Technology Infrastructure Library Interactive Voice Response JavaScript (Programming Language) Management Management Process Support Engineering Web Services

Summary: The Genesys Cloud Support Engineer is responsible for managing and resolving support tickets, troubleshooting issues related to Genesys Cloud CX, and monitoring platform performance. The role involves performing configuration updates, user administration, and supporting incident management processes. Additionally, the engineer will coordinate with vendors and maintain support documentation. This position requires hands-on experience with Genesys Cloud CX and strong analytical skills.

Key Responsibilities:

  • Manage and resolve L1/L2 support tickets within defined SLAs.
  • Troubleshoot Genesys Cloud CX issues related to routing, queues, IVR, Architect flows, integrations, and user access.
  • Monitor platform performance and proactively identify operational issues.
  • Perform configuration updates, user administration, and routine maintenance activities.
  • Support incident, problem, and change management processes.
  • Coordinate with vendors and internal teams for issue escalation and resolution.
  • Maintain support documentation, knowledge articles, and operational procedures.
  • Assist with deployments, testing, and production releases.

Key Skills:

  • Hands-on experience with Genesys Cloud CX administration and support.
  • Understanding of Architect, ACD routing, queues, users, roles, and permissions.
  • Experience troubleshooting voice, digital, and integration-related issues.
  • Knowledge of APIs, web services, and cloud-based contact center platforms.
  • Familiarity with ITIL processes, ticketing systems, and SLA management.
  • Strong analytical, communication, and problem-solving skills.
  • Genesys Cloud certifications.
  • Experience with DevOps, monitoring tools, CI/CD, or cloud platforms.
  • Knowledge of JavaScript, REST APIs, and contact center integrations.

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Key Responsibilities
Manage and resolve L1/L2 support tickets within defined SLAs.
Troubleshoot Genesys Cloud CX issues related to routing, queues, IVR, Architect flows, integrations, and user access.
Monitor platform performance and proactively identify operational issues.
Perform configuration updates, user administration, and routine maintenance activities.
Support incident, problem, and change management processes.
Coordinate with vendors and internal teams for issue escalation and resolution.
Maintain support documentation, knowledge articles, and operational procedures.
Assist with deployments, testing, and production releases.
Required Skills
Hands-on experience with Genesys Cloud CX administration and support.
Understanding of Architect, ACD routing, queues, users, roles, and permissions.
Experience troubleshooting voice, digital, and integration-related issues.
Knowledge of APIs, web services, and cloud-based contact center platforms.
Familiarity with ITIL processes, ticketing systems, and SLA management.
Strong analytical, communication, and problem-solving skills.
Preferred
Genesys Cloud certifications.
Experience with DevOps, monitoring tools, CI/CD, or cloud platforms.
Knowledge of JavaScript, REST APIs, and contact center integrations.
Experience
2 5 years of Genesys Cloud CX support, administration, or contact center operations
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