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Raas Infotek · 1 day ago

Genesys Contact Center Platform Engineer

Spring, TX

Contract

Onsite

Senior Level

7+ years exp

Raas Infotek is seeking an L3 Support Engineer for the Genesys Contact Center platform. The role involves providing third-level technical support, troubleshooting, and collaborating with cross-functional teams to ensure optimal performance and availability of the contact center systems.

Information Technology

No H1B

Hiring Manager

Ritik Sahu

Responsibilities

Provide L3 support for Genesys Contact Center components including routing, reporting, and voice infrastructure

Lead resolution of complex and escalated issues from L2 support

Perform advanced troubleshooting and system diagnostics

Collaborate with engineering and development teams for bug fixes and enhancements

Provide technical guidance and mentorship to L2 support engineers

Participate in architecture reviews and platform optimization initiatives

Monitor system health and proactively identify and resolve issues

Troubleshoot incidents related to Genesys Engage/Cloud, SIP Server, GVP, Workspace, and other modules

Collaborate with L1 support and escalate unresolved issues to L3 or vendor support

Perform root cause analysis and implement preventive measures

Document incidents, resolutions, and standard operating procedures

Participate in change management and deployment activities

Ensure compliance with SLAs and internal quality standards

Qualification

Genesys Contact Center supportGenesys Engage/CloudSIPVoIP protocolsPerformance tuningITIL processesGenesys certificationsScripting knowledgeCRMIVR integrationsCommunicationDocumentation skills