Technology Support Engineer
Core
Resolve incidents and problems across multiple business system components to ensure operational stability in cloud-based contact center environments.
Role type
Technology Support Engineer (Genesys Cloud CX)
Builds
Operational stability and troubleshooting knowledge base for business systems
Domain
Contact Center Technology / Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Genesys Cloud CX proficiency, incident management, problem management, change management (RFC creation), knowledge base maintenance, vendor collaboration, system performance monitoring
Preferred skills
SME development, mentoring junior team members, process improvement, stakeholder communication
Technologies
Genesys Cloud CX
Responsibilities
Resolve incidents and problems affecting business system components; Create and implement Requests for Change (RFC); Update knowledge base articles for troubleshooting; Collaborate with vendors and service management teams; Monitor system performance to prevent downtime; Support junior team members with troubleshooting guidance.
Seniority
Mid-level, hands-on IC
