Technology Support Engineer

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