About the role

We're looking for a Junior Genesys Cloud CX Architect to support mission-critical contact centre services, providing Level 1 and 2 support across Genesys Cloud CX, telephony, call routing, IVRs, user administration, and platform enhancements. Working alongside senior engineers, you'll resolve incidents, support upgrades and changes, maintain service performance, and contribute to the ongoing improvement of critical customer environments.

Key responsibilities
Providing Level 1 and 2 support for Genesys Cloud CX users and services
Troubleshooting issues across agents, queues, call routing, telephony, user access, and reporting
Monitoring incidents, alerts, and service requests to ensure timely resolution
Managing user administration, licensing, permissions, and contact centre configuration
Supporting platform upgrades, enhancements, testing, and software deployments
Assisting with IVR and Architect flow maintenance under senior guidance
Contributing to incident investigations, root cause analysis, and service improvements




Maintaining technical documentation, procedures, and knowledge articles
Collaborating with internal teams, stakeholders, vendors, and support partners
Participating in on-call and after-hours support when required

About you
Basic knowledge of Genesys Cloud CX or contact centre technologies
Understanding of contact centre operations and customer service settings
Familiarity with telephony, call routing, and queue management concepts
Experience with incident and service request management
Solid troubleshooting and problem-solving skills
Ability to follow documented procedures and technical guidance
Solid communication and stakeholder engagement skills
A genuine desire to learn cloud, telephony, and contact centre technologies

If you're looking to take the next step in your technology career and grow your expertise in Genesys Cloud and contact centre solutions, we'd love to hear from you.

📌 Junior Genesys Cloud Cx Architect Canberra
🏢 Unisys
📍 Canberra