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Job Description
Structured overview of role & requirementsAbout This Role
Manage and resolve BAU incidents and requests for Genesys PureCloud voice Contact Center aligning to SLA.
Troubleshoot complex issues including WebRTC clients, BYOC trunks, SIP voice quality, coordinating with vendors and stakeholders for resolution.
Implement change management by configuring call flows, trunks, contact center parameters, and provide user training and documentation support.
Minimum Requirements
Work experience with Genesys PureCloud voice Contact Center and call flows.
Experience with GCV and SIP BYOC carriers and Genesys APIs.
Experience integrating CRM platforms like ServiceNow and Salesforce with Genesys Cloud.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in troubleshooting multi-regional international Contact Center environments with knowledge of multiple CCaaS platforms.
Skilled in managing incident escalations and implementing permanent fixes in complex voice infrastructure setups.
Capable of cross-functional coordination involving technical teams, vendors, and end users to maintain Contact Center performance and documentation.