[Remote] Genesys Cloud Support Engineer

Note: The job is a remote job and is open to candidates in USA. Dice is a company seeking a Genesys Cloud Support Engineer to manage and resolve support tickets while troubleshooting various issues related to Genesys Cloud CX. The role involves monitoring platform performance, performing configuration updates, and coordinating with vendors and internal teams for issue resolution.

Responsibilities

• Manage and resolve L1/L2 support tickets within defined SLAs
• Troubleshoot Genesys Cloud CX issues related to routing, queues, IVR, Architect flows, integrations, and user access
• Monitor platform performance and proactively identify operational issues
• Perform configuration updates, user administration, and routine maintenance activities
• Support incident, problem, and change management processes
• Coordinate with vendors and internal teams for issue escalation and resolution
• Maintain support documentation, knowledge articles, and operational procedures
• Assist with deployments, testing, and production releases

Skills

• Hands-on experience with Genesys Cloud CX administration and support
• Understanding of Architect, ACD routing, queues, users, roles, and permissions
• Experience troubleshooting voice, digital, and integration-related issues
• Knowledge of APIs, web services, and cloud-based contact center platforms
• Familiarity with ITIL processes, ticketing systems, and SLA management
• Strong analytical, communication, and problem-solving skills
• 2 5 years of Genesys Cloud CX support, administration, or contact center operations
• Genesys Cloud certifications
• Experience with DevOps, monitoring tools, CI/CD, or cloud platforms
• Knowledge of JavaScript, REST APIs, and contact center integrations

Company Overview

Company H1B Sponsorship