Genesys Cloud Engineer
W
WorkNomadsContact Center Technology
Bulgaria. Romania. Poland. Spain. Slovakia. Portugal. Flexible work setup: work fully remotely from any country in the EUFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- NetworkingTroubleshooting
Requirements
- 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment.
- Proven experience working as an L2 support or engineering resource in a production environment.
- Strong hands-on experience with Genesys Cloud administration and configuration.
- Practical experience configuring and managing users, permissions, queues, skills, routing, IVR, and call flows.
- Strong understanding of contact center technologies and concepts, including ACD, SIP, RTP, and VoIP.
- Good understanding of DNS, TCP/IP, and networking fundamentals relevant to troubleshooting contact center environments.
- Ability to independently investigate technical incidents using logs, traces, configuration, and platform data.
- Strong troubleshooting and analytical skills, with a structured approach to identifying root causes.
- Excellent communication and documentation skills.
- Good command of English and confidence working with international customers and distributed technical teams.
Responsibilities
- Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
- Take ownership of incidents from initial investigation through to resolution, escalation, and follow-up.
- Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing, and standard platform settings.
- Configure and troubleshoot inbound and outbound contact center functionality.
- Design, modify, and troubleshoot IVR and call flows using Genesys Architect.
- Investigate complex issues using logs, traces, configuration, platform data, and other technical evidence.
- Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS, and TCP/IP in collaboration with relevant technical teams.
- Maintain clear and accurate technical documentation, incident records, and knowledge-base materials.
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