Job Description

Configuration Server, Message Server, Stat Server

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SIP Server, T-Server, URS

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Genesys Voice Platform (GVP)

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Composer, Pulse, WDE

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CTI and Contact Center Technologies

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Contact Center Operations Support experience.

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Microsoft Dynamics 365 Contact Center knowledge (preferred).

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

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- Microsoft Dynamics 365 CC
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- Genesys Cloud
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- Amazon Connect
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- NICE CXone
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User-level troubleshooting and fault isolation.

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Understanding of voice and digital contact center workflows.

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Incident and Service Request Management.

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Robust communication and stakeholder management skills.

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Nice to Have Skills:

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- Salesforce/CRM Integrations
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- REST APIs
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- Splunk, Grafana, Dynatrace/AppDynamics
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- Verint/WFM Integration
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- Scripting (PowerShell, Python, Shell)
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Contact center reporting and monitoring.

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Network troubleshooting (WAN/LAN, CCNA knowledge).

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Certification in any Contact Center platform.

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Detailed Job Description

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- Provide L2 support for Genesys Engage production environments.
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- Troubleshoot and resolve incidents related to routing, IVR, CTI, agent desktop, SIP, and reporting.
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- Perform RCA for recurring issues and drive permanent fixes.
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- Monitor platform health, logs, alarms, and performance metrics.
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- Support configuration changes, deployments, upgrades, and maintenance activities.
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- Coordinate with Genesys, infrastructure, telecom, and application teams for issue resolution.
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- Participate in major incident management, on-call support, and escalation handling.
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- Maintain operational documentation, knowledge articles, and support procedures.
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- 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.

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

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Monitor contact center operations and identify service-impacting issues.

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

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

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

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