HCLTech · 1 day ago
Voice Network Engineer
Carrollton, TX
Full-time
Onsite
Senior Level
$99K/yr - $143K/yr
7+ years expHCLTech is seeking a L3 Support Engineer for their Genesys Contact Center platform. The role involves providing third-level technical support, troubleshooting complex issues, and collaborating with cross-functional teams to ensure optimal performance of the contact center systems.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Hiring Manager
Prashant Singh
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
Required
Minimum 7 years of experience in Genesys Contact Center support
Minimum 5 years of experience in Genesys Contact Center support
Proven expertise in debugging and resolving complex platform issues
Experience in performance tuning and capacity planning
Strong understanding of Genesys architecture and components
Experience with Genesys Engage or Genesys Cloud platforms
Familiarity with SIP, VoIP, and telephony protocols
Proficiency in troubleshooting tools and techniques
Knowledge of ITIL processes and incident management
Excellent communication and documentation skills
Preferred
Genesys certifications (e.g., GCP, GCA)
Experience with CRM, IVR, CTI integrations
Scripting knowledge (e.g., Routing Strategy, JavaScript)
Exposure to cloud platforms (AWS, Azure)
Benefits
Medical
Dental
Vision
Pharmacy
Life
Accidental death & dismemberment
Disability insurance
Employee assistance program
401(k) retirement plan
10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO)
10 paid holidays per year
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
10001+ employees
H1B Sponsorship
HCLTech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2975)
2024 (3974)
2023 (3649)
2022 (3861)
2021 (4093)
2020 (4317)
Funding
Current Stage
Public CompanyTotal Funding
$220MKey Investors
ChrysCapital
2008-07-10Post Ipo Equity· $220M
2000-01-06IPO
Leadership Team
Vijayakumar C.
Chief Executive Officer
Alan Flower
Executive Vice President - CTO & Global Head, AI & Cloud Native Labs
Recent News
2026-01-05
Techcircle
2025-12-31
Company data provided by crunchbase