Technology Support Engineer

Overview

Support enterprise Genesys Cloud CX (CCaaS) environments by maintaining platform availability, supporting business users, troubleshooting production issues, and assisting with cloud contact center enhancements.

What you'll do

• Resolve incidents and problems across multiple business system components and ensure operational stability.
• Create and implement Requests for Change (RFC).
• Update knowledge base articles, documentation, SOPs, and operational runbooks.
• Support the day-to-day administration and operation of Genesys Cloud CX.
• Configure and maintain Architect Flows, IVR, Queues, Skills, ACD, and Omnichannel Routing.
• Perform user provisioning, role assignments, queue management, and MACD activities.
• Monitor platform health, call quality, and system performance.
• Troubleshoot voice routing, SIP trunks, call flows, telephony, and agent desktop issues.
• Support integrations with Salesforce, ServiceNow, Microsoft Teams, and other business applications.
• Generate operational reports, dashboards, and usage statistics.
• Participate in incident, problem, change, and release management activities.
• Collaborate with vendors, Genesys support, telecom providers, service management teams, and internal teams to analyze and resolve production issues.

What you'll need

• Minimum 2 year(s) of experience.
• 3+ years of experience in Contact Center, Unified Communications, or Voice Support.
• Hands-on experience supporting Genesys Cloud CX or similar CCaaS platforms.
• 15 years full time education.
• Genesys Cloud CX.
• Genesys Cloud CX Administration.
• Architect Flow & IVR Support.
• ACD & Queue Management.
• Omnichannel Routing.
• SIP & Basic Telephony Concepts.
• Contact Center Operations.
• User & Role Management.
• Reporting & Monitoring.
• Incident & Problem Management.
• CRM Integration Fundamentals (Salesforce/ServiceNow).
• Strong troubleshooting and analytical skills.
• Good verbal and written communication.
• Customer-focused with a proactive approach to problem resolution.
• Ability to work collaboratively with cross-functional teams.
• Eagerness to learn new cloud and contact center technologies.

Nice to have

• Microsoft Teams Voice.
• REST API Fundamentals.
• BYOC Cloud Basics.
• AWS/Azure Cloud Fundamentals.
• Python or PowerShell (Basic).
• Experience with IVR, call routing, telephony support, and incident management.
• Genesys Cloud CX Certified Associate/Professional.
• ITIL Foundation.
• Microsoft Azure Fundamentals or AWS Cloud Practitioner.

Details

• Location: Bengaluru.