Genesys Cloud Support Engineer
Contract W2
Contract Independent
12 Months
Able to Sponsor
Remote
Depends on Experience
Aroghia
Fitment
Dice Job Match Score™
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Job Details
Skills
- Genesys
- Genesys Cloud CX
- ACD routing
Summary
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
2 5 years of Genesys Cloud CX support, administration, or contact center operations
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 90547434
- Position Id: 8997583
- Posted 1 day ago
Company Info
Watching the world of next-tech unfold? It’s time to be part of it. Explore challenging and exciting opportunities across the globe.We are transforming our world and looking for others who want to make an impact.
The Aroghia Group is a Denver-based IT Consulting, Solutions and Staffing firm that was founded in 2001 (formerly known as W/H/I/P Systems, LLC) and specializes in the design, implementation and support of IT infrastructure for clients ranging from startups to Fortune 500 companies.
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