Contact Center Support Engineer (Genesys Cloud)
Job Description
Concentrix, a Fortune 500 company, is seeking a Contact Center Support Engineer specializing in Genesys Cloud. This role is part of their Information Technology and Global Security team, where you'll be responsible for delivering cutting-edge technology infrastructure and transformative software solutions. The position focuses on supporting voice platforms globally, ensuring system availability, and managing complex integrations.
As a Contact Center Support Engineer, you'll be working with state-of-the-art cloud technologies, particularly the Genesys Cloud platform. Your responsibilities will include maintaining system integrity, troubleshooting network issues, and coordinating with various stakeholders to ensure smooth operations. The role requires deep technical expertise in contact center technologies, cloud platforms, and integration capabilities.
Concentrix offers a dynamic work environment with opportunities for career growth, having been recognized with awards such as "World's Best Workplaces" and "Best Companies for Career Growth." They embrace diversity and foster an inclusive culture where innovation and technical excellence are valued. The company operates in over 70 countries with more than 100,000 employees, providing ample opportunities for professional development and global exposure.
The ideal candidate will bring strong technical skills in cloud platforms, particularly Genesys Cloud, along with experience in WebRTC, SIP protocols, and various integration technologies. This role offers the opportunity to work with cutting-edge technology while solving complex technical challenges in a global environment.
Responsibilities For Contact Center Support Engineer (Genesys Cloud)
- Ensure availability and integrity of the Concentrix Voice Network and Genesys Cloud Org
- Analyze and resolve voice network problems according to SLAs
- Coordinate with users, clients, equipment vendors, and network carriers
- Analyze network failures and perform root cause analysis
- Maintain system databases including circuit inventory and configuration records
- Develop customer and vendor relationships
Requirements For Contact Center Support Engineer (Genesys Cloud)
- 5+ years of experience in Contact Center Outsourcing industry
- In-depth knowledge of Genesys CX Cloud platform
- Experience integrating Genesys Cloud with CRM and WFM applications
- Understanding of Genesys HA architecture
- Strong experience with Genesys Cloud products
- Knowledge of WebRTC technology
- Good knowledge of SIP protocols
- Knowledge of recording platforms like Verint and Nice
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