Junior Genesys Cloud CX Architect
Core
Provide Level 1 and 2 support for mission-critical Genesys Cloud CX contact centre services, including telephony, call routing, IVRs, and user administration.
Role type
Junior Genesys Cloud CX Architect (Support Engineer)
Builds
Maintains and enhances Genesys Cloud CX contact centre environments for internal and external customers.
Domain
Contact Centre Operations / Telephony / Cloud CX
Deliverable
client delivery
Required skills
Genesys Cloud CX support, telephony concepts, call routing, queue management, incident management, troubleshooting, user administration, licensing management, platform upgrades, IVR flow maintenance, root cause analysis, technical documentation
Preferred skills
Cloud technologies, contact centre operations, stakeholder engagement
Technologies
Genesys Cloud CX, telephony systems, IVR platforms
Responsibilities
Resolve incidents and service requests across agents, queues, and call routing; monitor alerts and ensure timely resolution; manage user access, permissions, and contact centre configuration; support platform upgrades, testing, and software deployments; assist with IVR and architect flow maintenance; contribute to incident investigations and service improvements; maintain technical documentation and knowledge articles; participate in on-call support.
Seniority
Junior, hands-on IC
