Hi

Role: Senior Contact Center Support Engineer (L2)

Location: Australia

Contract

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

- 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

Regards

James

Lead APAC Recruiter | Amsptek LLC

Email: [email protected]

📌 Senior Contact Center Support Engineer (Australia)
🏢 Ampstek
📍 Australia