Genesys Voice System Support Engineer

Apolis

Role Name: Genesys Voice System Support Engineer
Location: REMOTE

JOB DESCRIPTION:

Role Summary

A Genesys Voice System Support Engineer is responsible for supporting, maintaining, and troubleshooting Genesys contact center platforms, especially voice (IVR, routing, telephony integration). The role ensures high availability, performance, and reliability of customer interaction systems.

Key Responsibilities

Production Support:
Provide L2/L3 support for Genesys voice platforms
Monitor system health and resolve incidents & outages
Perform root cause analysis (RCA)
Platform Management:
Support components like Config Server, URS, GVP, SIP Server
Handle configurations, deployments, and upgrades
Telephony Troubleshooting:
Diagnose SIP/VoIP issues, call failures, voice quality problems
IVR Support:
Troubleshoot IVR applications and call flows
Incident & Change Management:
Follow ITIL processes for incidents and changes
Monitoring:
Use tools like Splunk, CCPulse, Grafana
Collaboration:
Work with network, application, and business teams
Required Skills
Genesys platforms knowledge (Engage/PureCloud)
SIP, VoIP, TCP/IP networking
Linux/Windows administration
SQL queries and log analysis
Tools & Technologies
Genesys tools, Splunk, ServiceNow, monitoring tools

Soft Skills

Strong troubleshooting, communication, and ability to work in high-pressure environments

Qualifications

Bachelor's degree in computer science or related field with 3-8 years' experience in contact center technologies

Nice to Have

Certifications, cloud (AWS/Azure), scripting skills

Apply

Vacancy posted 3 days ago

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