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 AI
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are looking for a Genesys Cloud Engineer with 6+ years of experience in Genesys Cloud CX, Contact Center Operations, Unified Communications, and AIenabled Customer Experience. The ideal candidate will support the implementation, administration, and optimization of Genesys Cloud CX while leveraging AIpowered capabilities, automation, cloud integrations, and omnichannel technologies to deliver exceptional customer experiences.

The role requires handson expertise in Genesys Cloud, IVR, ACD, Microsoft Teams Voice, CRM integrations, cloud telephony, and exposure to AI technologies such as Genesys AI, Microsoft Copilot, Azure OpenAI, and Conversational AI.


Roles & Responsibilities:
Genesys Cloud CX Operations
Administer and support Genesys Cloud CX environments, including Architect Flows, IVR, ACD, queues, routing profiles, and omnichannel channels (Voice, Chat, Email, Messaging).
Manage user provisioning, call routing, call recording, reporting, quality management, and workforce engagement features.
Support SIP Trunking, BYOC Cloud/Premises, SBC integrations, and telephony troubleshooting.
Perform incident, problem, change, and release management while ensuring platform availability.

AIPowered Contact Center
Configure and support Genesys AI capabilities such as Predictive Routing, Agent Assist, Virtual Agents, and Chatbots.
Support integrations with Microsoft Copilot, Azure OpenAI, AI Assistants, and enterprise knowledge platforms.
Assist in implementing Conversational AI, Speech Analytics, and intelligent customer selfservice.
Support AIpowered reporting, customer insights, and operational analytics.

Cloud Integration & Automation
Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other enterprise SaaS applications.
Develop and support automation using REST APIs, Python, PowerShell, and workflow automation tools.
Assist with cloud deployments, upgrades, license management, backup, monitoring, and reporting.



Required Skills
Genesys Cloud CX Administration
Architect Flow Development
IVR, ACD & Omnichannel Routing
SIP, SBC & Cloud Telephony
Contact Center Operations
Workforce Engagement Management (WEM)
REST APIs & Integrations
CRM Integration (Salesforce, ServiceNow)
Incident & Problem Management
Reporting & Analytics



AI & Modern Technology Skills
Genesys AI
Predictive Routing
AI Agent Assist
Virtual Agents & Chatbots
Microsoft Copilot
Azure OpenAI (Exposure)
Conversational AI
Speech & Text Analytics
AIpowered Customer Insights
Python / PowerShell Automation
REST APIs & Workflow Automation



Preferred Skills
Microsoft Teams Calling
Cisco Unified Communications (CUCM)
AWS / Azure Cloud Fundamentals
BYOC Cloud / BYOC Premises
DevOps & CI/CD Basics
ITIL Foundation


Professional & Technical Skills:
Strong troubleshooting and analytical skills.
Excellent communication and customerfacing abilities.
Passion for AI, cloud technologies, and customer experience transformation.
Ability to work collaboratively with Network, Voice, Cloud, Security, and Application teams.
Automationfirst mindset with focus on continuous improvement and operational excellence.


Additional Information:
6+ years of experience in Contact Center, Unified Communications, or Voice Engineering.
Minimum 2–3 years of handson experience with Genesys Cloud CX administration and support.
Experience integrating Genesys Cloud with CRM, Microsoft Teams, and cloud platforms is preferred.
Exposure to AIenabled customer engagement and automation technologies is highly desirable.



Preferred Certifications
Genesys Cloud CX Professional Certification
Genesys Cloud CX Developer Certification
Microsoft Azure AI Fundamentals (AI900)
Microsoft Teams Administrator (MS700)
ITIL Foundation


Key Competencies
Genesys Cloud CX Administration
AIEnabled Contact Center Operations
Omnichannel Customer Engagement