Noblesoft Technologies · 1 day ago
L3 Support Engineer – Genesys Contact Center Platform : W2 Only
Spring, TX
Contract
Onsite
Senior Level
7+ years expNoblesoft Technologies 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.
SoftwareSupply Chain Management
No H1B
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
Noblesoft Technologies
Noblesoft Technologies Inc, an Inc 500 company, is a custom software solutions provider with market presence in USA, Mexico, India and UK.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Venkat Yerubandi
CEO
Company data provided by crunchbase