Genesys L2 Support

Responsibilities:Genesys L2 Support

• Provide Level 2 technical support for Genesys contact center software, including troubleshooting complex issues, diagnosing root causes, and implementing solutions in a timely manner.
• Collaborate with Level 1 support teams and customers to escalate and resolve issues that require advanced technical expertise.
• Act as a subject matter expert on Genesys software components, including Genesys Framework, Genesys Routing, Genesys Workspace, and related modules.
• Conduct in-depth analysis of system logs, performance metrics, and other diagnostic data to identify trends and proactively address potential issues.
• Assist with software installation, configuration, and upgrades, ensuring that implementations adhere to best practices and customer requirements.
• Develop and maintain technical documentation, including troubleshooting guides, knowledge base articles, and best practices for internal and external use.
• Participate in on-call rotations to provide after-hours support for critical issues and emergencies.
• Collaborate with cross-functional teams, including development, product management, and quality assurance, to communicate customer feedback and drive product improvements.
• Stay updated on industry trends, emerging technologies, and best practices related to contact center and customer experience solutions.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• 3+ years of experience in a technical support role, with a focus on supporting Genesys contact center solutions.
• Proficiency in administering and troubleshooting Genesys software components, including Genesys Framework, Genesys Routing, and Genesys Workspace.
• Strong understanding of contact center concepts, including IVR, ACD, routing strategies, and telephony integrations.
• Experience with Genesys PureEngage platform is preferred.
• Excellent analytical and problem-solving skills, with the ability to diagnose complex technical issues and propose effective solutions.
• Strong communication skills, with the ability to effectively interact with both technical and non-technical stakeholders.
• Self-motivated and able to work independently in a remote environment, while also collaborating effectively with team members across different time zones.
• Genesys certification(s) such as Genesys Certified Associate (GCA) or Genesys Certified Professional (GCP) is a plus.