Genesys Cloud Support Engineer (L1/L2)

Working with us

• Fully remote, with a minimum 4-hour daily overlap with US Central Time.
• A short-written stand-up each day and two live calls a week. We do not run heavy processes.
• You will need reliable internet, a private working space, and an approved device.
• Background screening and a confidentiality agreement are required before system access, as our clients are public-sector organizations.

Job Title: Genesys Cloud Support Engineer (L1/L2)

Position Summary

We are seeking a Genesys Cloud Support Engineer to provide operational support, incident management, troubleshooting, and administration for Genesys Cloud CX environments. The role involves handling support tickets, monitoring platform health, resolving issues, and collaborating with business and technical teams to ensure high service availability.

Key Responsibilities

• Manage and resolve L1/L2 support tickets within defined SLAs.
• Troubleshoot Genesys Cloud CX issues related to routing, queues, IVR, Architect flows, integrations, and user access.
• Monitor platform performance and proactively identify operational issues.
• Perform configuration updates, user administration, and routine maintenance activities.
• Support incident, problem, and change management processes.
• Coordinate with vendors and internal teams for issue escalation and resolution.
• Maintain support documentation, knowledge articles, and operational procedures.
• Assist with deployments, testing, and production releases.

Required Skills

• Hands-on experience with Genesys Cloud CX administration and support.
• Understanding of Architect, ACD routing, queues, users, roles, and permissions.
• Experience troubleshooting voice, digital, and integration-related issues.
• Knowledge of APIs, web services, and cloud-based contact center platforms.
• Familiarity with ITIL processes, ticketing systems, and SLA management.
• Strong analytical, communication, and problem-solving skills.

Preferred

• Genesys Cloud certifications.
• Experience with DevOps, monitoring tools, CI/CD, or cloud platforms.
• Knowledge of JavaScript, REST APIs, and contact center integrations.

Experience

• 25 years of Genesys Cloud CX support, administration, or contact center operations experience.