Genesys Cloud - Contact Center L3 Support

📋 Description

• Provide day-to-day operational support, maintenance, and administration for Genesys Cloud and other
• Maintain and troubleshoot Workforce Management (WFM) solutions, VoIP infrastructure, SIP services
• Monitor platform performance, investigate technical incidents, resolve service disruptions, and
• Participate in a 24x7 on-call rotation, responding to critical incidents, outages, and service
• Configure and support contact center routing strategies, call flows, agent settings, reporting
• Collaborate with telecommunications carriers, service providers, technology vendors, and internal

🎯 Requirements

• Bachelor's degree in Information Technology, Telecommunications, Computer Science, Engineering, or
• At least three years of experience supporting enterprise telecommunications, contact center, or
• Hands-on experience supporting Genesys Contact Center platforms, ideally in a cloud-based
• Strong understanding of VoIP, SIP, voice networking, trunking, carrier services, and call routing.
• Experience with workforce management solutions, agent configurations, call flows, routing
• Familiarity with cloud-based contact center platforms and migration initiatives is preferred.

🎁 Benefits

• Competitive annual salary: $89,000–$121,400
• Performance-based bonus
• Medical insurance
• Dental and vision insurance
• Retirement savings (401(k) plan)
• Paid time off