Note: The job is a remote job and is open to candidates in USA. Verigent's client is seeking a Genesys Cloud Engineer to administer, support, troubleshoot, and maintain its Genesys Cloud CX environment. The role serves as the primary technical resource for platform reliability, performance, incident resolution, configuration, integrations, and continuous improvement of the cloud contact center platform.
Responsibilities
- Provide day-to-day administration and support for the Genesys Cloud CX platform
- Monitor platform health, performance, and availability to ensure optimal operation
- Troubleshoot and resolve issues related to call routing, IVRs, queues, agents, telephony, integrations, and reporting
- Configure and maintain call flows using Genesys Architect
- Manage users, roles, permissions, skills, queues, and routing profiles
- Support inbound and outbound voice services, including SIP trunk connectivity and telephony integrations
- Analyze and resolve contact center incidents, service requests, and escalations
- Perform platform upgrades, testing, configuration changes, and maintenance activities
- Develop and maintain documentation for system configurations, procedures, and support processes
- Collaborate with business units to gather requirements and implement system enhancements
- Support reporting and analytics needs using Genesys Cloud reporting tools and dashboards
Skills
- 3-5+ years of experience supporting Genesys Cloud CX environments
- Strong knowledge of Genesys Cloud administration and configuration
- Experience with Genesys Architect, call routing, queues, skills, and user management
- Understanding of SIP, VoIP, telephony concepts, and carrier connectivity
- Experience troubleshooting voice quality, call flow, and contact center issues
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent written and verbal communication skills
Benefits
- Remote work arrangement
- Potential contract extension
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