Technical Support - Contact Centre Systems

As a skilled Contact Center Technical Support Engineer, your main responsibility will be to ensure the seamless operation of customer service platforms by diagnosing, troubleshooting, and resolving technical issues across various systems such as IVR, workforce management, quality management, and conversational AI. You will work closely with cross-functional teams to maintain high system performance, support configuration and customization, and ensure compliance with security standards.

Key Responsibilities:

• Possess proficiency in contact center technologies, including IVR, conversational AI bots, quality management, recording, workforce management, and PCI compliance.
• Demonstrate strong skills in diagnosing and resolving system issues, performing root cause analysis, conducting system health monitoring, and performing routine software updates and patches.
• Utilize experience with IVR configuration and customization, and validate solution designs with system architects.
• Familiarity with cloud platforms such as AWS, Microsoft Azure, and cloud application architecture, including microservices, Kubernetes, and Docker.
• Exhibit strong verbal and written communication skills, with the ability to collaborate effectively across teams.

Qualifications Required:

• Bachelors degree in IT, Computer Science, or a related field.
• Genesys Certification or relevant training (Cloud or Engage preferred).
• Proven experience in contact center technical support, data analysis, and cloud environments.

- Strong analytical and problem-solving skills, ability to handle multiple priorities in a fast-paced environment, and a collaborative mindset for cross-functional work.,