Genesys Cloud Support Engineer

Location - Remote

We are seeking a Genesys Cloud Support Engineer to provide operational support incident management troubleshooting and administration for Genesys Cloud CX environments. The role involves handling support tickets monitoring platform health resolving issues and collaborating with business and technical teams to ensure high service availability.

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 experience.