KTek Resourcing · 3 days ago
L3 Support Engineer – Genesys Contact Center Platform
Spring, TX
Contract
Onsite
Senior Level
7+ years expKTek Resourcing is seeking an L3 Support Engineer for the Genesys Contact Center platform. The role involves providing third-level technical support, troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure optimal performance of contact center systems.
Health CareHuman ResourcesMedicalStaffing Agency
Hiring Manager
Govind Singh Panwar
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
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
Genesys certifications (e.g., GCP, GCA)
Preferred
Experience with CRM, IVR, CTI integrations
Scripting knowledge (e.g., Routing Strategy, JavaScript)
Exposure to cloud platforms (AWS, Azure)
Company
KTek Resourcing
KTek Resourcing is a staffing and recruiting company specializing in healthcare, oil, and gas human resources staffing solutions.
201-500 employees
H1B Sponsorship
KTek Resourcing 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 (2)
2023 (1)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
K
Kshitij Kukreja
Chief Executive Officer
E
Esha Kukreja
President and Co-founder
Recent News
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