CCaaS Support Engineer - Genesys Cloud, Amazon Connect
Core
Provide Level 1 and Level 2 technical support for Genesys Cloud, Amazon Connect, and other CCaaS platforms, managing IVR systems, call flows, and routing configurations.
Role type
Senior IC CCaaS Support Engineer
Builds
Production support for contact center operations and customer experience platforms
Domain
Contact Center as a Service (CCaaS), Voice, Interactive Voice Response (IVR)
Deliverable
client delivery
Required skills
Genesys Cloud, Amazon Connect, IVR configuration, call flow design, core routing, incident management, system monitoring, scripting languages, APIs
Preferred skills
Conversational AI, ITIL processes, service management tools
Technologies
Genesys Cloud, Amazon Connect, Atlassian
Responsibilities
Monitor and resolve incidents related to CCaaS platforms and IVR systems; Implement and troubleshoot IVR configurations and routing rules; Collaborate with internal teams and external vendors to escalate complex issues; Maintain documentation of incidents and configurations; Assist end-users with platform queries and training.
Seniority
Mid-level, hands-on IC
