Description

Provide advanced technical support for Genesys contact center software, focusing on root cause diagnosis and complex issue resolution.

Responsibilities

• Troubleshoot complex Genesys software issues and implement timely solutions.
• Act as a subject matter expert for Genesys Framework, Routing, and Workspace modules.
• Analyze system logs and performance metrics to identify and proactively address trends.
• Manage software installations, configurations, and upgrades according to best practices.
• Develop technical documentation, including troubleshooting guides and knowledge base articles.

Required Skills

• 3+ years of experience in technical support with a focus on Genesys contact center solutions.
• Proficiency in administering Genesys Framework, Genesys Routing, and Genesys Workspace.
• Strong understanding of IVR, ACD, routing strategies, and telephony integrations.
• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• Ability to work independently in a remote environment.
• Strong analytical skills for diagnosing complex technical issues.

Preferred Skills

• Experience with Genesys PureEngage platform.
• Genesys certification(s) such as Genesys Certified Associate (GCA) or Genesys Certified Professional (GCP).

Key Skills

Education

Bachelor's degree