Job Description
Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Summary: CL9 – Senior Support Engineer / Technical Lead (Genesys Cloud L2/L2.5) Role Focus: Advanced troubleshooting and operational leadership The CL9 Senior Support Engineer / Technical Lead provides advanced troubleshooting and operational leadership for Genesys Cloud platforms. This role serves as the technical escalation point for complex incidents, drives root cause analysis, and mentors junior engineers to maintain high service quality across contact center operations. Roles and Responsibilities:
Lead L2/L2.5 support for Genesys Cloud across voice, chat, email, and messaging channels.
Diagnose complex issues involving routing logic, integrations, APIs, and performance anomalies.
Own problem management processes, including root cause analysis (RCA) and the definition of corrective and preventive actions (CAPA).
Coordinate with Genesys support, carriers, and internal network/UC teams for escalations and resolution.
Guide and mentor CL10 engineers; review and approve configuration changes.
Ensure SLA adherence, quality standards, and compliance with operational governance frameworks.
Contribute to knowledge management, operational runbooks, and continuous improvement initiatives. Job Qualifications:
Bachelor's degree in Information Technology, Computer Science, Telecommunications, or related field.
3–6 years of experience in contact center support or unified communications, with at least 2 years on Genesys Cloud.
Deep expertise in Genesys Cloud platform — routing strategies, architect flows, integrations (CRM, ticketing, APIs), and digital channels.
Strong understanding of SIP, VoIP, WebRTC, and telephony protocols.
Experience with API troubleshooting (REST APIs, OAuth, Genesys Cloud API Explorer).
Proven track record in problem management, RCA, and CAPA documentation.
ITIL Foundation certification or equivalent operational framework knowledge.
Strong leadership, communication, and stakeholder coordination skills. Nice to Have:
Genesys Cloud CX Developer or Architect certification.
Experience with monitoring tools (e.g., Genesys Cloud dashboards, Datadog, Splunk).
Familiarity with scripting/automation for operational tasks (Python, PowerShell).
Experience in a 24x7 managed services or outsourced contact center environment. Minimum 3 year(s) of experience is required
