Senior Contact Center Support Engineer
Core
Design, configure, and maintain Genesys Engage and Voice platforms to support contact center operations.
Role type
Senior IC Contact Center Support Engineer (L2)
Builds
Genesys Engage Framework, Genesys Voice Platform (GVP), CTI integrations
Domain
Contact Center Technology / Telecommunications
Deliverable
production ML models | product features | infrastructure
Required skills
Genesys Engage configuration, SIP/VoIP fundamentals, Genesys Voice Platform (GVP), CTI integration, scripting (PowerShell, Python, Shell), cloud platforms (AWS/Azure), monitoring tools (Splunk, Grafana, Dynatrace/AppDynamics)
Preferred skills
Outbound Contact Center (OCS), Salesforce/CRM integrations, REST APIs, Verint/WFM integration
Responsibilities
Configure Genesys Engage Framework components (Server, Message Server, Stat Server, SIP Server, T-Server, URS), manage Genesys Voice Platform (Composer, Pulse, WDE), implement CTI and Contact Center Technologies, troubleshoot SIP/VoIP issues
Seniority
Senior, hands-on IC
