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Genesys Cloud Solutions Specialist

2 weeks ago

Auckland, Auckland, New Zealand Infosys Full time

**Key Responsibilities**

As a Managed Services Lead, you will be responsible for providing technical support and assistance to end-users regarding Contact Centre solution. This includes troubleshooting issues, resolving problems, and ensuring the smooth operation of Genesys, Nice, Verint etc platforms to maximize communication efficiency and user satisfaction.

You will serve as the escalation point of contact for the Contact Centre Operations, manage stakeholders and issues, and liaise with the customer Service Delivery Manager. You will also drive/participate/coordinate key meetings with stakeholders, provide weekly/monthly reporting and governance, and oversee telecommunications system support.

In this role, you will administer Genesys (Premise and CCaaS) applications, troubleshoot voice network issues, integrate Genesys telephony systems with unified communications platforms, and provide end-user support. You will also oversee software upgrades and patch management, respond to on-premise/CCaaS-related incidents and service requests, communicate with vendors, and develop training materials.

**Requirements**

  • Good knowledge of technology landscape to guide team
  • Tertiary Qualification in IT / Computer Science / related discipline
  • Bachelor's degree in Telecommunications, Information Technology, or related field
  • Proven experience as a Genesys Support Engineer or similar role
  • Strong understanding of Genesys telephony platforms, protocols, and technologies
  • Proficiency in Genesys system administration tasks
  • Excellent knowledge of voice network troubleshooting techniques
  • Experience with Genesys Unified Communications integration
  • Strong problem-solving skills
  • Excellent communication and interpersonal skills
  • Strong commitment to customer service and continuous learning