L3 Support Engineer Genesys Contact Center Platform
Spring, TX, US • Posted 3 hours ago • Updated 3 hours ago
K-Tek Resourcing LLC
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Job Details
Skills
- Amazon Web Services
- Capacity Management
- Change Management
- Data Link Layer
- Debugging
- Cloud Computing
- GVP
- Genesys
- Good Clinical Practice
- Google Cloud Platform
- Collaboration
- Communication
- Customer Relationship Management (CRM)
- Documentation
- ITIL
- Incident Management
- Interactive Voice Response
- JavaScript
- Mentorship
- Microsoft Azure
- Network Layer
- Optimization
- Root Cause Analysis
- SIP
- Scripting
- Spring Framework
- Standard Operating Procedure
- Performance Tuning
- Physical Layer
- Regulatory Compliance
- Reporting
- Routing
- Technical Support
- Telephony
- VoIP
- CRM
- IVR
- CTI
- integrations
- integration
- Genesys Engage
- Genesys Cloud platforms
- Cloud platforms
- Genesys architecture
- Genesys Contact Center support
Summary
Role: L3 Support Engineer Genesys Contact Center Platform
Location: Spring, TX (On-Site)
Mode: Contract
Job Description:
Role Summary:
The L3 Support Engineer will be responsible for providing third-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure optimal performance and availability of the contact center systems.
Key Responsibilities:
Provide L3 support for Genesys Contact Center components including routing, reporting, and voice infrastructure.
- Lead resolution of complex and escalated issues from L2 support.
- Perform advanced troubleshooting and system diagnostics.
- Collaborate with engineering and development teams for bug fixes and enhancements.
- Provide technical guidance and mentorship to L2 support engineers.
- Participate in architecture reviews and platform optimization initiatives.
Monitor system health and proactively identify and resolve issues.
Troubleshoot incidents related to Genesys Engage/Cloud, SIP Server, GVP, Workspace, and other modules.
Collaborate with L1 support and escalate unresolved issues to L3 or vendor support.
Perform root cause analysis and implement preventive measures.
Document incidents, resolutions, and standard operating procedures.
Participate in change management and deployment activities.
Ensure compliance with SLAs and internal quality standards.
Required Skills & Experience:
Minimum 7 years of experience in Genesys Contact Center support.
Proven expertise in debugging and resolving complex platform issues.
Experience in performance tuning and capacity planning.
Strong understanding of Genesys architecture and components.
Experience with Genesys Engage or Genesys Cloud platforms.
Familiarity with SIP, VoIP, and telephony protocols.
Proficiency in troubleshooting tools and techniques.
Knowledge of ITIL processes and incident management.
Excellent communication and documentation skills.
Genesys certifications (e.g., Google Cloud Platform, GCA).
Preferred Qualifications:
Experience with CRM, IVR, CTI integrations.
Scripting knowledge (e.g., Routing Strategy, JavaScript).
Exposure to cloud platforms (AWS, Azure).
- Dice Id: 10411276
- Position Id: 8870742
- Posted 3 hours ago
Company Info
Vision
To be a trusted partner and advisor to our customers
Mission
At K-Tek we believe in understanding the specific needs of the customer and tailor-creating innovative solutions to meet these needs. We invest in our employees and customers. We build a relation of trust with our customers through empathy, solutions and being the first time right.
Who We Are & What We Do
K-Tek Resourcing is a consulting organization with offices in Houston TX and St. Paul, MN. It is supported by 2 global delivery centers, located in India. With its global employee strength of over 250, K-Tek has been supporting its clients for over 9 years. We have been consistently achieving a growth of 30% Year on Year. We have an extensive experience of working in domains including BFSI, Retail, Healthcare and Pharma, Oil & Gas, Travel & Hospitality and Insurance. The technologies we service are IT Infrastructure, Mobile Technologies, Cloud & Big Data Solutions. We understand the needs of our customers and provide them with customized solutions and resources with the tenet of being the "First Time Right".
Values
-Commitment to our customers success through Integrity
-Excellence through Quality
-Growth through customer value creation
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