Role Objective:
We are seeking a highly skilled and experienced Level 3 Genesys Cloud Support Engineer to join our dynamic team. The ideal candidate will be responsible for providing advanced technical support for Genesys Cloud solutions, with a strong focus on troubleshooting, IVR design, inbound and outbound call flows, and overall contact center operations.
Key Responsibilities:
- Act as the primary escalation point for complex technical issues related to Genesys Cloud.
- Diagnose and resolve advanced issues involving IVR scripts, call routing.
- Troubleshoot Inbound and Outbound Call Flows using Genesys Architect.
- Collaborate with L1/L2 support teams to provide guidance and mentorship.
- Work closely with cross-functional teams including network, telephony, and application support.
- Monitor system performance and proactively identify potential issues.
- Perform root cause analysis and implement long-term solutions.
- Maintain documentation for configurations, troubleshooting steps, and best practices.
- Participate in change management and release planning for Genesys Cloud updates.
- Ensure compliance with SLAs and provide timely resolution of incidents and service requests.
Required Experience & Qualifications:
- 8+ years of experience in contact center technologies, with at least 2 years in Genesys Cloud (PureCloud) support.
- Strong expertise in IVR design and development, including call routing and flow logic.
- Proficient in Genesys Architect, Call Routing, Queue Configuration, and Interaction Routing.
- Experience with troubleshooting voice quality issues, SIP protocols, and telephony
Preferred Qualifications:
- Genesys Cloud Certifications (e.g., Genesys Cloud Certified Professional).