Junior L1 Genesys Support Engineer
Core
Perform callflow minor updates, upgrades, and changes for Genesys Cloud projects while resolving client issues within SLA.
Role type
Junior L1 Genesys Support Engineer
Builds
Callflow updates and issue resolutions for Genesys Cloud
Domain
IT Services / Contact Center Technology
Deliverable
client delivery
Required skills
troubleshooting, root cause analysis, log review, issue diagnostics, ticket creation, ticket routing, SLA adherence, alert monitoring, fix implementation
Preferred skills
Genesys technology knowledge, customer focus, attention to detail, teamwork, fast learning
Technologies
Genesys Cloud, OpsGenie
Responsibilities
Receiving and processing requests per alerts and calls, clarifying incoming requests with customers, creating and routing tickets to L2 engineers, reacting to calls alerts, acknowledging alerts from OpsGenie, implementing L1/L2 fixes according to procedures
Seniority
Junior, hands-on IC
