Must Have Skills:

Senior Contact Center Support Engineer (L2)

Genesys Engage Framework

Configuration Server, Message Server, Stat Server

SIP Server, T-Server, URS

Genesys Voice Platform (GVP)

Composer, Pulse, WDE

CTI and Contact Center Technologies

SIP/VoIP Fundamentals

Nice to Have Skills:

Senior Contact Center Support Engineer (L2)

Outbound Contact Center (OCS)

Salesforce/CRM Integrations

REST APIs

Splunk, Grafana, Dynatrace/AppDynamics

AWS/Azure Cloud Knowledge

Verint/WFM Integration

Scripting (PowerShell, Python, Shell)

Senior Contact Center Support Engineer (L2)

Provide L2 support for Genesys Engage production settings.

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 prospects.

📌 Senior Contact Center Support Engineer Melbourne
🏢 Nityo Infotech
📍 Melbourne