Genesys Telephony Support Engineer (3-month contract), VICWe 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 (possible extension)Location: Melbourne, VIC (onshore; hybrid/on-site as required)Experience: 5 + YearsAbout 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 reliable and performing well.
This is a hands-on role working with contact center operations, IT and carrier partners.Key responsibilitiesProvide BAU support (L2/L3) for the Genesys Cloud and On-Prem.Investigate and resolve incidents, service requests and problem tickets within agreed SLAsConfigure and maintain queues, routing and skills, users, roles and permissions, schedules, and emergency groupsBuild 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 carrierTroubleshoot call quality, call routing and connectivity issues, and escalated to Genesys or the carrier when neededSupport integrations such as CRM and SSOCarry out changes through the change management process, including documentation, testing and rollback plansKeep knowledge articles, runbooks and configuration records up to datePull reports and analytics to help diagnose issues and inform improvementsSkills 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 skillsSolid grasp of contact center concepts: ACD, IVR, skills-based routing, WFM basicsWorking knowledge of SIP, VoIP and telephony networkingExperience using ITSM tools (ServiceNow, Jira or similar) in an SLA-driven environmentClear communication with technical and non-technical stakeholdersAustralian 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 CloudExposure to Genesys APIs, Data Actions or scriptingExperience integrating with Salesforce, ServiceNowTelco or large enterprise contact center backgroundWho we areAt PERSOL, 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, visit persolaustralia.comOr follow us on LinkedIn at linkedin.com/company/persolapac for the latest updates and opportunities.Be careful - Don't provide your bank or credit card details when applying for jobs.
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📌 Genesys Telephony Support Engineer (3-Month Contract), Vic (Melbourne)
🏢 Programmed Maintenance Services
📍 Melbourne