Genesys Cloud Support Engineer

JOB DESCRIPTION

• Provide technical support to Genesys Cloud customers through phone, email, chat, and secure screen sharing sessions.

• Investigate, troubleshoot, and resolve incidents involving Genesys Cloud CX, including voice, telephony, networking, user interface, integrations, APIs, reporting, and platform configuration scenarios.

• Own assigned customer cases end to end, from initial assessment and impact analysis through resolution, validation, documentation, and closure.

• Gather and analyze relevant diagnostic information such as browser console logs, network traces, platform logs, call details, packet captures, and configuration data.

• Communicate clearly and professionally with customers, provide regular progress updates, set realistic expectations, and translate technical findings into understandable language.

• Prioritize and manage cases according to business impact, urgency, entitlement, and defined service level agreements (SLAs).

• Collaborate with other support engineers, product specialists, engineering teams, and subject matter experts when advanced investigation or escalation is required.

• Maintain complete and accurate case records, including issue descriptions, troubleshooting actions, analysis, customer interactions, root cause, workaround, and final resolution.

• Create and improve knowledge base articles, troubleshooting guides, FAQs, technical notes, and internal support documentation.

• Stay current with Genesys Cloud features, product releases, known issues, support processes, and relevant industry technologies.

• Participate in a limited on-call or rotational support schedule, when required, to assist with high-impact incidents outside standard business hours.

OTHER SKILLS REQUIRED

• Hands-on experience with Genesys Cloud CX or another enterprise cloud contact center platform. • Experience supporting contact center technologies such as CTI, PBX, ACD, IVR, SIP trunks, call recording, routing, and CRM integrations.

• Understanding of workforce management (WFM), quality management, analytics, dashboards, and contact center reporting.

• Basic knowledge of programming logic, scripting, JSON, REST APIs, or query languages used for troubleshooting and data interpretation.

• Exposure to monitoring, analytics, or reporting tools within a technical support or operations environment.