Genesys Cloud Support Specialist

4 days ago


Auckland, Auckland, New Zealand Infosys Limited Full time
About the Role

We are seeking a highly skilled Genesys Cloud Support Specialist to join our team. In this role, you will be responsible for providing technical support and assistance to end-users regarding Contact Centre solution.

You will troubleshoot issues, resolve problems, and ensure the smooth operation of Genesys, Nice, Verint etc platforms to maximize communication efficiency and user satisfaction.

  • Escalation point of contact for the Contact Centre Operations
  • Stakeholder and Issue management, liaise with customer Service Delivery Manager
  • Drive/participate/coordinate key meetings with stakeholders

Troubleshooting and Problem Resolution

You will troubleshoot voice network issues, including call quality problems, voice packet loss, latency, and jitter. You will analyze call logs, signaling messages, and network traces to diagnose and resolve voice-related issues in collaboration with network engineers and service providers.

System Administration

You will administer Genesys (Premise and CCaaS) applications, including system configuration, user provisioning, dial plan management, and trunk configuration. You will monitor system health, performance, and capacity, identifying and resolving issues to ensure uninterrupted service.

Integration and End-User Support

You will integrate Genesys telephony systems with unified communications (UC) platforms, collaboration tools, and business applications. You will configure integration features such as presence, instant messaging, and click-to-call to enhance communication and productivity.

You will provide technical support and assistance to end-users regarding telephony hardware, software clients, and mobile applications. You will troubleshoot user-reported issues, resolve problems, and escalate complex issues to higher-level support teams when necessary.



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