About the role
Genesys Engage Framework
Configuration Server, Message Server, Stat Server
SIP Server, T-Server, URS
Genesys Voice Platform (GVP)
Composer, Pulse, WDE
CTI and Contact Center Technologies
SIP/VoIP Fundamentals
Contact Center Support Engineer (L1)
Contact Center Operations Support experience.
Microsoft Dynamics 365 Contact Center knowledge (preferred).
Hands-on experience in at least one contact center platform:
Microsoft Dynamics 365 CC
Genesys Cloud
Amazon Connect
NICE CXone
User-level troubleshooting and fault isolation.
Understanding of voice and digital contact center workflows.
Incident and Service Request Management.
Strong communication and stakeholder management skills.
Nice to Have Skills:
Senior Contact Center Support Engineer (L2)
Outbound Contact Center (OCS)
Salesforce/CRM Integrations
REST APIs
Splunk, Grafana, Dynatrace/AppDynamics
AWS/Azure Cloud Knowledge
Verint/WFM Integration
Scripting (PowerShell, Python, Shell)
Contact Center Support Engineer (L1)
IVR troubleshooting.
SIP/VoIP fundamentals.
Contact center reporting and monitoring.
Network troubleshooting (WAN/LAN, CCNA knowledge).
CRM integration awareness.
Azure Communication Services exposure.
Microsoft Dynamics Omnichannel experience.
Certification in any Contact Center platform.
Detailed Job Description
Senior Contact Center Support Engineer (L2)
Provide L2 support for Genesys Engage production environments.
Troubleshoot and resolve incidents related to routing, IVR, CTI, agent desktop, SIP, and reporting.
Perform RCA for recurring issues and drive permanent fixes.
Monitor platform health, logs, alarms, and performance metrics.
Support configuration changes, deployments, upgrades, and maintenance activities.
Coordinate with Genesys, infrastructure, telecom, and application teams for issue resolution.
Participate in major incident management, on-call support, and escalation handling.
Maintain operational documentation, knowledge articles, and support procedures.
Identify automation and service improvement opportunities.
Contact Center Support Engineer (L1)
Serve as the first point of contact for contact center support incidents and service requests.
Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.
Monitor contact center operations and identify service-impacting issues.
Log, classify, prioritize, and track incidents through resolution.
Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.
Coordinate with business users, operations teams, telecom teams, and technology stakeholders.
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