Yochana · 12 hours ago
Contact Center Specialist
Spring, TX
Contract
Onsite
Senior Level
7+ years expYochana is seeking a Genesys Contact Center Platform Support Engineer responsible for providing third-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure optimal performance and availability of the contact center systems.
Business Information SystemsInformation and Communications Technology (ICT)Information ServicesInformation TechnologySoftwareStaffing Agency
Hiring Manager
Pavan (Sam) Kumar
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
Preferred
Experience with CRM, IVR, CTI integrations
Scripting knowledge (e.g., Routing Strategy, JavaScript)
Exposure to cloud platforms (AWS, Azure)
Company
Yochana
Yochana: Your Trusted Workforce Partner Across North America & Beyond For over 16 years, Yochana has been a leading talent acquisition firm, connecting businesses with top professionals across industries.
201-500 employees
H1B Sponsorship
Yochana 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 (21)
2024 (11)
2023 (3)
Funding
Current Stage
Growth StageLeadership Team
Anusha Sharath
Global Talent Acquisition Lead / HR-BP
Recent News
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