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Genesys Cloud Support Engineer

Remote • Posted 1 day ago • Updated 1 day ago

Full Time

No Travel Required

Remote

Depends on Experience

Ohm Systems, Inc

Fitment

Dice Job Match Score™

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Job Details

Skills

Genesys

Summary

Location - Remote

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.

Experience

2–5 years of Genesys Cloud CX support, administration, or contact center operations experience.

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.

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: 10111826
Position Id: 8997569
Posted 1 day ago

Company Info

About Ohm Systems, Inc

Ohm Systems, Inc. specializes in IT and Healthcare staffing services, dedicated to linking highly skilled professionals with our public and private clients across the United States. Our track record showcases our commitment to delivering outstanding staffing and consultancy solutions to our clients. We prioritize diversity and inclusivity and take pride in being an employer that promotes equal opportunities and affirmative action. Our goal is to foster an inclusive work environment that embraces individuals from all backgrounds, irrespective of their gender, race, or orientation.

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