onsite
Genesys Support Engineer - Connex Telecommunications Inc.
Software Engineer
Genesys Support Engineer responsible for managing and optimizing Genesys CloudCX CCaaS and Conversational AI platforms, ensuring high performance, resolving incidents, and enhancing routing strategies for contact center operations.
About the role
Key Responsibilities
- Act as the operational owner of Genesys CloudCX, overseeing day‑to‑day performance and uptime for CCaaS and Conversational AI services.
- Diagnose and resolve platform incidents, working closely with engineering and support teams to minimize impact on contact center operations.
- Design, implement, and refine routing strategies to improve agent efficiency and customer experience.
- Collaborate with business stakeholders to translate operational requirements into technical solutions and platform enhancements.
- Maintain detailed documentation of configurations, troubleshooting steps, and best‑practice guides.
Requirements
- Proven experience with Genesys CloudCX and CCaaS environments.
- Strong understanding of conversational AI technologies and routing logic.
- Excellent troubleshooting skills and ability to work under pressure.
- Effective communication skills for cross‑functional collaboration.
- Experience with scripting or automation tools is a plus.
Skills
customer supportcommunicationproblem solving