Job Description
Genesys Telephony Support Engineer (3-month contract), VIC
We are looking for Genesys Telephony Support Engineer for Melbourne region.
Below are the details for your reference, Let us know if you have any one available.
Role:Genesys Telephony Support Engineer (Immediate Joiner)Contract: 3 months (possibleextension)Location:Melbourne, VIC (onshore; hybrid/on-site as required)
Experience:5 + Years
About the roleWe're looking for an experienced Genesys engineer to support and maintain our contact center telephony platform.
You'll handle incidents and service requests, make configuration changes, and keep the platform stable and performing well.
This is a hands-on role working with contact center operations, IT and carrier partners.
Key responsibilities
Provide BAU support (L2/L3) for the Genesys Cloud and On-Prem.
Investigate and resolve incidents, service requests and problem tickets within agreed SLAs
Configure and maintain queues, routing and skills, users, roles and permissions, schedules, and emergency groups
Build and change IVR call flows in Architect (inbound, in-queue and outbound flows)
Manage DIDs, number assignments, and edge/trunk settings, including BYOC SIP trunking with the carrier
Troubleshoot call quality, call routing and connectivity issues, and escalated to Genesys or the carrier when needed
Support integrations such as CRM and SSO
Carry out changes through the change management process, including documentation, testing and rollback plans
Keep knowledge articles, runbooks and configuration records up to date
Pull reports and analytics to help diagnose issues and inform improvements
Skills and experience:
8+ years in IT, telephony or contact center support,



including at least 2-3 years hands-on with Genesys Cloud and On-Prem.
Strong Architect call-flow design and troubleshooting skills
Solid grasp of contact center concepts: ACD, IVR, skills-based routing, WFM basics
Working knowledge of SIP, VoIP and telephony networking
Experience using ITSM tools (ServiceNow, Jira or similar) in an SLA-driven workplace
Clear communication with technical and non-technical stakeholders
Australian working rights (citizen or PR)
Genesys certification (e.g., Genesys Cloud CX Professional or Developer)
Experience with Genesys Pure Connect or Multi cloud CX, or a migration to Genesys Cloud
Exposure to Genesys APIs, Data Actions or scripting
Experience integrating with Salesforce, ServiceNow
Telco or large enterprise contact center background
Who we are
AtPERSOL, we connect people to meaningful work and growth.
With decades of experience and a future-focused mindset, we're here to support your career journey.
We offer fresh opportunities, trusted guidance, and a people-first approach.
We're committed to creating a safe, inclusive, and respectful workplace that embraces diverse experiences, backgrounds, and perspectives.
We strongly encourage applications from women, people of Aboriginal and Torres Strait Islander descent, and individuals from all communities.
To learn more about life at PERSOL, visitpersolaustralia.com
Or follow us on LinkedIn atlinkedin.com/company/persolapacfor the latest updates and opportunities.
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📌 Genesys Telephony Support Engineer (3-Month Contract), Vic (Melbourne)
🏢 Programmed Maintenance Services
📍 Melbourne