Configuration Server, Message Server, Stat Server

SIP Server, T-Server, URS

Genesys Voice Platform (GVP)

Composer, Pulse, WDE

CTI and Contact Center Technologies

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Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands-on experience in at least one contact center platform:

- Microsoft Dynamics 365 CC
- Genesys Cloud
- Amazon Connect
- NICE CXone

User-level troubleshooting and fault isolation.

Understanding of voice and digital contact center workflows.

Incident and Service Request Management.

Robust communication and stakeholder management skills.

Nice to Have Skills:

- Salesforce/CRM Integrations
- REST APIs
- Splunk, Grafana, Dynatrace/AppDynamics
- Verint/WFM Integration
- Scripting (PowerShell, Python, Shell)

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Contact center reporting and monitoring.

Network troubleshooting (WAN/LAN, CCNA knowledge).

Certification in any Contact Center platform.

Detailed Job Description

- Provide L2 support for Genesys Engage production environments.
- Troubleshoot and resolve incidents related to routing, IVR, CTI, agent desktop, SIP, and reporting.




- Perform RCA for recurring issues and drive permanent fixes.
- Monitor platform health, logs, alarms, and performance metrics.
- Support configuration changes, deployments, upgrades, and maintenance activities.
- Coordinate with Genesys, infrastructure, telecom, and application teams for issue resolution.
- Participate in major incident management, on-call support, and escalation handling.
- Maintain operational documentation, knowledge articles, and support procedures.
- Identify automation and service improvement opportunities.

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Serve as the first point of contact for contact center support incidents and service requests.

Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.

Monitor contact center operations and identify service-impacting issues.

Log, classify, prioritize, and track incidents through resolution.

Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.

Coordinate with business users, operations teams, telecom teams, and technology stakeholders.

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📌 Contact Center Support engineer (New South Wales)
🏢 Ampstek
📍 New South Wales