Title: Genesys Contact Center Platform Support Engineer
Location : Spring, TX
Type : Contract & Onsite
Role Summary:
The L3 Support Engineer will be responsible for providing third-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure optimal performance and availability of the contact center systems.
Key Responsibilities:
Provide L3 support for Genesys Contact Center components including routing, reporting, and voice infrastructure.
- Lead resolution of complex and escalated issues from L2 support.
- Perform advanced troubleshooting and system diagnostics.
- Collaborate with engineering and development teams for bug fixes and enhancements.
- Provide technical guidance and mentorship to L2 support engineers.
- Participate in architecture reviews and platform optimization initiatives.
Monitor system health and proactively identify and resolve issues.
Troubleshoot incidents related to Genesys Engage/Cloud, SIP Server, GVP, Workspace, and other modules.
Collaborate with L1 support and escalate unresolved issues to L3 or vendor support.
Perform root cause analysis and implement preventive measures.
Document incidents, resolutions, and standard operating procedures.
Participate in change management and deployment activities.
Ensure compliance with SLAs and internal quality standards.
Required Skills & Experience:
Minimum 7 years of experience in Genesys Contact Center support.
-- Proven expertise in debugging and resolving complex platform issues.
- Experience in performance tuning and capacity planning.
Strong understanding of Genesys architecture and components.
Experience with Genesys Engage or Genesys Cloud platforms.
Familiarity with SIP, VoIP, and telephony protocols.
Proficiency in troubleshooting tools and techniques.
Knowledge of ITIL processes and incident management.
Excellent communication and documentation skills.
Preferred Qualifications:
Experience with CRM, IVR, CTI integrations.
Scripting knowledge (e.g., Routing Strategy, JavaScript).
Exposure to cloud platforms (AWS, Azure).
A Snapshot of Your Day On a day-to-day basis, you will be responsible for assisting warehouse personnel with pulling, packing, shipping, and receiving materials, while overseeing incoming and outgoing shipments of field technical equipment. You will manage inventory, ...
Administrative & Graphics Assistant to Senior Director Role Overview: As the Administrative & Graphics Assistant to a Senior Director on Meridian Retail Leasing, you will provide comprehensive support across administrative, operational, and marketing functions, ensuring...
A sharp candidate is being considered for a Trading Analyst role with one of our clients in Charlotte, NC 28202. The pay rate is $47/hour... ...to articulate concepts and ideas to diverse audiences High level customer service mindset with a commitment to supporting key...
...Newmark Knight Frank Valuation & Advisoryis looking for a senior appraiser tostart a specialty practice group and grow vertical team of 1-4 junior appraisers in Seattle. MAI preferred, though not required. WA State certification required. Above industrycompany benefits...
...meetings as assigned. 3. Uses reports/data to improve quality of care delivered. -... ...department guidelines. 6. Ensures accurate data entry of all patient types. 7. Answers the... ...31. May be required to work holidays, weekends, and shifts other than those regularly...