Job Title:
Contact Center Support Engineer (Genesys Cloud)Job Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
Join us and be part of this journey towards greater opportunities and brighter futures.
The Contact Center Support Engineer is responsible for the Support of the voice platforms across Globe.
Responsibilities:
Ensure the availability and integrity of the Concentrix Voice Network and Genesys Cloud Org.
Receive, analyze, monitor, and resolve voice network problems in accordance with published Service Level Agreements.
Coordinate and work with users, clients, equipment vendors, and network carriers for on call repair and testing of network services.
Analyze network failures, isolate and repair or re-route network problems, in a timely manner. Where required, performs root cause analysis and documents the remedial actions.
Assist in maintaining system databases, i.e., circuit inventory, toll free number, and configuration records, etc.
Develop customer and vendor relationship.
Qualifications:
5+ years of experience in Contact Center Outsourcing industry.
In depth knowledge and implementation experience with Genesys CX Cloud platform including but not limited to IVR, Routing, Recording, Reporting, WEM.
In depth knowledge and experience integrating Genesys Cloud with other cloud provider CRM and WFM applications such as Salesforce and Verint.
In-depth understanding of Genesys architecture for all mentioned components.
Understanding of Genesys HA architecture, including functionality of related 3d party components.
Strong experience with Genesys Cloud products.
Good knowledge on Omnichannel & Digital eServices (Email, Chat, SMS).
Knowledge of WebRTC technology and experience working on WebRTC based platforms.
Good knowledge and understanding of SIP protocols.
Knowledge on recording platforms such as Verint and Nice.
#LI-Remote #Brazil #Colombia #CostaRica #Mexico #Argentina #ElSalvador
Location:
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Time Type:
Full time2025-06-19If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
