Technical Support Engineer

About the Company

Genesys Cloud Engineer

Role Overview

The Senior Genesys Cloud Engineer (Managed Services) provides high-tier technical support, proactive maintenance, and continuous optimization for multi-tenant or multi-client Genesys Cloud CX environments. Operating as a senior individual contributor, this role focuses on maintaining strict SLAs, resolving complex incidents, executing service requests, and driving platform stability.

Key Responsibilities

• Own the Ticket Lifecycle: Take charge of Tier 3/4 incidents and complex service requests from receipt to resolution, hitting client SLAs consistently.
• Keep the Lights On: Handle daily admin tasks, routing updates, and IVR modifications across diverse client environments.
• Fix the Root Cause: Go beyond quick fixes. When major incidents happen, you'll perform Root Cause Analysis (RCA) and implement permanent solutions.
• Monitor Platform Health: Keep a close eye on system performance, API limits, and edge connectivity to catch and resolve issues before the client notices.
• Guide Our Clients: Act as a trusted advisor, walking clients through platform updates, feature deprecations, and optimization opportunities.
• On-Call Rotation: Participate in a shared engineering on-call schedule to support critical after-hours issues.

Required Technical Skills & Genesys Cloud Topics

• Architect & Routing: Advanced design, modification, and troubleshooting of Genesys Cloud Architect flows, Inbound/Outbound routing, Predictive Routing, and automated Callback strategies.
• Telephony & Edge: Deep expertise in Genesys Cloud Voice, BYOC (Bring Your Own Carrier) cloud/premises deployments, Edge appliance pairing, and SIP/WebRTC trunking.
• Digital Channels: Support and configuration of Omnichannel Digital channels including Web Messaging, SMS (Alphanumeric SenderIDs), Email (Header parsing), and Social Media integrations.
• AI & Automation: Troubleshooting and optimization of Genesys AI tools, including Bot Flows (Bot Transcription Connectors), Agent Copilot configurations, and Speech and Text Analytics (Conversation Intelligence & Topic phrases).
• WEM & WFM: Configuration and issue resolution within Workforce Engagement Management (WEM), including Workforce Management (WFM) scheduling, Quality Management (Evaluations), and Gamification modules.
• APIs & Data Actions: Experience diagnosing Genesys Cloud Public REST APIs, Data Actions (OAuth Client Credentials for CRM), Webhooks, and Event Bridge event streaming.
• Integrations: Troubleshooting pre-built CX Cloud integrations for Salesforce, ServiceNow, or Zendesk, ensuring proper screen pops and data-dip functionality.
• Identity & Access: Managing platform security, SAML Single Sign-On (SSO) multi-provider configurations, and Multi-Factor Authentication (MFA) device overrides.
• Reporting & Analytics: Configuring and extracting data from Genesys Performance Views, Real-time Dashboards, Dynamic Wrap-up codes, and CX Analytics APIs.

Experience and Qualifications

• Minimum of a bachelor's degree or Higher
• Experience: Minimum 5+ years in contact center engineering, with 2+ years specifically in a Managed Service Provider (MSP) or multi-client support environment.
• Role Type: Proven track record as a high-performing Individual Contributor (IC) capable of working independently without direct supervision.
• Process: Strong working knowledge of ITIL frameworks (Incident, Problem, and Change Management).
• Certifications: Minimum - Genesys Cloud CX Certified Professional (GCP)

Soft Skills

• Calm under pressure during high-severity client outages.
• Strong client-facing communication and relationship management skills.
• Excellent technical documentation habits.