Production Support Analyst

Genesis10 is currently seeking a Production Support Analyst for a contract position with a Global Financial Institution located in Plano, TX. This is a 12+ month contract opportunity.

We are seeking a highly motivated and technically skilled Production Support Analyst to join our client's Contact Center Technology team. This role is focused on supporting and maintaining a Genesys CTI call routing platform and IVR solutions in a dynamic, high-availability environment. The ideal candidate will have hands-on experience in telephony call routing, IVR troubleshooting, and real-time incident resolution.

Responsibilities:

• Provide production support for Genesys CTI and IVR platforms, including real-time troubleshooting and root cause analysis
• Participate in incident triage calls, working with operations, engineering, and vendor teams to resolve complex routing and IVR issues
• Monitor system performance and proactively identify potential issues
• Document incidents, resolutions, and improvement opportunities
• Collaborate with development and infrastructure teams to support new feature rollouts and platform upgrades
• Participate in an on-call rotation, including nights, weekends and holidays

Requirements:

• 2-3 years of experience supporting Contact Center technologies, including IVR and CTI platforms
• Strong working knowledge of Genesys Call Routing, Genesys IVR, and Voice XML components
• Experience with real-time troubleshooting in high-pressure environments
• Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization
• Proven problem-solving and diagnostic skills
• Solid understanding of networking fundamentals, Windows OS, and telephony protocols
• Proficiency in Microsoft Office tools and Splunk

Desired skills:

• Experience with Avaya Call Manager
• Familiarity with GVP (Genesys Voice Platform) and Genesys Cloud
• Working knowledge of SQL Server for data analysis and troubleshooting
• Exposure to SIP and Linux

Pay range: $58.26 - $66.26 per hour

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.