OPTICENT PVT LTD
Website:
opticentcx.com
Job details:
We are seeking an experienced Genesys Cloud L2 Support Engineer to provide advanced technical support for contact center platforms based on Genesys Cloud CX. The role involves handling complex incidents, performing root cause analysis, supporting production environments, and working closely with Genesys, customers, and internal stakeholders to ensure high availability and performance of contact center solutions.
Responsibilities
- Provide Level 2 technical support for Genesys Cloud CX across voice and digital channels
- Troubleshoot complex issues related to:
- Voice (SIP, telephony, call flows)
- ACD, IVR, routing, queues
- Digital channels (Chat, Email, Messaging)
- Workforce Engagement (WFM/WEM)
Engage in performing root cause analysis (RCA) and implement permanent fixes
Work closely with Genesys Support, telecom carriers, and cloud providers to resolve critical issues
Support production incidents, including participation in on call / after-hours support as required
Assist with platform upgrades, configuration changes, and new feature enablement
Review logs, traces, and analytics to diagnose system and performance issues
Provide guidance and mentoring new team members
Ensure adherence to SLA, ITIL, and incident/problem/change management processes
Create and maintain technical documentation, SOPs, and knowledge base articles
Collaborate with project, engineering, and operations teams during deployments and transitions
Qualifications
- Bachelor's or master's degree in computer science, Information Technology, or a related field
- Over 5 years of experience in Support, operations and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platforms.
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