Genesys Senior Consultant
Share
Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
About Us:
Infosys is a global leader in next-generation digital services and consulting.We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovative ecosystem.
Recognized as the #1 Top Employerin Australia for the second year in a row Infosys offers a workplace where careers grow with purpose. As an AIfirst organization we empower our people to work on nextgeneration technologies continuously learn and create impact at scalesupported by a culture rooted in care inclusion and excellence.
Join Infosys and be part of a culture thats not just promisedits certified. #TopEmployer2026 #ThriveAtInfosys
Visit see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Role Description:Were looking for a Senior Consultant Genesys Cloud Contact Center to join our team.
We are seeking an experienced Genesys Cloud L3 Support Engineer to provide advanced technical support for contact center platforms based on Genesys Cloud CX. The role involves handling complex incidents performing root cause analysis supporting production environments and working closely with Genesys customers and internal stakeholders to ensure high availability and performance of contact center solutions.
Location:Melbourne Australia
Salary:108571- 119893 AUD Annual Gross
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements based on internal company processes
Flexible working arrangements (hybrid reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
Roles and Responsibilities:
Preferred:
Required Skills & Experience
Mandatory:
Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys we recognize that everyone has individual requirements. If you are a person with disability illness or injury and require adjustments to the recruitment and selection process please contact our Recruitment team for adjustment either via the following email or call 1-. Alternatively you can include your preferred method of communication in email and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process Infosys does not accept any unsolicited resumes from third-party the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
All aspects of employment at Infosys are based on merit competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
Infosys is a global leader in next-generation digital services and consulting.We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovative ecosystem.
Recognized as the #1 Top Employerin Australia for the second year in a row Infosys offers a workplace where careers grow with purpose. As an AIfirst organization we empower our people to work on nextgeneration technologies continuously learn and create impact at scalesupported by a culture rooted in care inclusion and excellence.
Join Infosys and be part of a culture thats not just promisedits certified. #TopEmployer2026 #ThriveAtInfosys
Visit see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Role Description:Were looking for a Senior Consultant Genesys Cloud Contact Center to join our team.
We are seeking an experienced Genesys Cloud L3 Support Engineer to provide advanced technical support for contact center platforms based on Genesys Cloud CX. The role involves handling complex incidents performing root cause analysis supporting production environments and working closely with Genesys customers and internal stakeholders to ensure high availability and performance of contact center solutions.
Location:Melbourne Australia
Salary:108571- 119893 AUD Annual Gross
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements based on internal company processes
Flexible working arrangements (hybrid reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
Roles and Responsibilities:
- Provide Level 3 technical support for Genesys Cloud CX across voice and digital channels
- Troubleshoot complex issues related to:
- Voice (SIP telephony call flows)
- ACD IVR routing queues
- Digital channels (Chat Email Messaging)
- Workforce Engagement (WFM/WEM)
- Perform root cause analysis (RCA) and implement permanent fixes
- Work closely with Genesys Support telecom carriers and cloud providers to resolve critical issues
- Support production incidents including participation in on call / after-hours support as required
- Assist with platform upgrades configuration changes and new feature enablement
- Review logs traces and analytics to diagnose system and performance issues
- Provide guidance and mentoring to L1/L2 support teams
- Ensure adherence to SLA ITIL and incident/problem/change management processes
- Create and maintain technical documentation SOPs and knowledge base articles
- Collaborate with project engineering and operations teams during deployments and transitions
- Bachelors or masters degree in computer science Information Technology or a related field
- Over 7 years of experiencein Support operations and implementations specifically focusing on Genesys Cloud Contact Center and related technology platforms.
Preferred:
- Certifications:
- Genesys Cloud: Professional Certification (GC-GCP)
- Genesys Cloud CX: Architect Certification (GCX-ARC) preferred.
- Experience: Previous experience supporting Geneys Cloud Nice CXone Amazon Connect Contact Center products.
Required Skills & Experience
Mandatory:
- 5 years of experience in Contact Center support or engineering
- 3 years hands on experience with Genesys Cloud CX
- Strong knowledge of:
- SIP VoIP telephony concepts
- Call routing IVR flows and queues
- REST APIs and integrations
- Experience with incident management in enterprise production environments
- Strong troubleshooting and analytical skills
- Experience working with cloud platforms (AWS preferred)
- Experience with Genesys Architect Admin Analytics WFM/WEM
- Knowledge of telecom carriers and PSTN integrations in Australia
- Scripting or automation experience (Python PowerShell etc.)
- ITIL Foundation certification
- Income Protection Insurance
- Paid Parental and Volunteer leaves
- Employee Assistance Program (EAP)
- Flexible working arrangements (hybrid reviewed case-by-case basis)
- Health Insurance Discount and Well-being Program
- Access to Fitness and Gym Memberships
- Salary packaging and novated leasing
Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys we recognize that everyone has individual requirements. If you are a person with disability illness or injury and require adjustments to the recruitment and selection process please contact our Recruitment team for adjustment either via the following email or call 1-. Alternatively you can include your preferred method of communication in email and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process Infosys does not accept any unsolicited resumes from third-party the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
All aspects of employment at Infosys are based on merit competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
Required Experience:
Senior IC
About Company
Welcome to Infosys Careers for Experienced Professionals As a leading provider of next-generation consulting, technology and outsourcing solutions, we are dedicated to helping organizations in over 46 countries to renew their core and simultaneously innovate into new frontiers. Whilst ... View more
