Technology Support Engineer

Project Role : Technology Support Engineer

Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills : Genesys Cloud AI

Good to have skills : NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

We are looking for a Genesys Cloud Engineer with 6+ years of experience in Genesys Cloud CX, Contact Center Operations, Unified Communications, and AIenabled Customer Experience. The ideal candidate will support the implementation, administration, and optimization of Genesys Cloud CX while leveraging AIpowered capabilities, automation, cloud integrations, and omnichannel technologies to deliver exceptional customer experiences.

The role requires handson expertise in Genesys Cloud, IVR, ACD, Microsoft Teams Voice, CRM integrations, cloud telephony, and exposure to AI technologies such as Genesys AI, Microsoft Copilot, Azure OpenAI, and Conversational AI.

Roles & Responsibilities:

Genesys Cloud CX Operations

Administer and support Genesys Cloud CX environments, including Architect Flows, IVR, ACD, queues, routing profiles, and omnichannel channels (Voice, Chat, Email, Messaging).

Manage user provisioning, call routing, call recording, reporting, quality management, and workforce engagement features.

Support SIP Trunking, BYOC Cloud/Premises, SBC integrations, and telephony troubleshooting.

Perform incident, problem, change, and release management while ensuring platform availability.

AIPowered Contact Center

Configure and support Genesys AI capabilities such as Predictive Routing, Agent Assist, Virtual Agents, and Chatbots.

Support integrations with Microsoft Copilot, Azure OpenAI, AI Assistants, and enterprise knowledge platforms.

Assist in implementing Conversational AI, Speech Analytics, and intelligent customer selfservice.

Support AIpowered reporting, customer insights, and operational analytics.

Cloud Integration & Automation

Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other enterprise SaaS applications.

Develop and support automation using REST APIs, Python, PowerShell, and workflow automation tools.

Assist with cloud deployments, upgrades, license management, backup, monitoring, and reporting.

Required Skills

Genesys Cloud CX Administration

Architect Flow Development

IVR, ACD & Omnichannel Routing

SIP, SBC & Cloud Telephony

Contact Center Operations

Workforce Engagement Management (WEM)

REST APIs & Integrations

CRM Integration (Salesforce, ServiceNow)

Incident & Problem Management

Reporting & Analytics

AI & Modern Technology Skills

Genesys AI

Predictive Routing

AI Agent Assist

Virtual Agents & Chatbots

Microsoft Copilot

Azure OpenAI (Exposure)

Conversational AI

Speech & Text Analytics

AIpowered Customer Insights

Python / PowerShell Automation

REST APIs & Workflow Automation

Preferred Skills

Microsoft Teams Calling

Cisco Unified Communications (CUCM)

AWS / Azure Cloud Fundamentals

BYOC Cloud / BYOC Premises

DevOps & CI/CD Basics

ITIL Foundation

Professional & Technical Skills:

Strong troubleshooting and analytical skills.

Excellent communication and customerfacing abilities.

Passion for AI, cloud technologies, and customer experience transformation.

Ability to work collaboratively with Network, Voice, Cloud, Security, and Application teams.

Automationfirst mindset with focus on continuous improvement and operational excellence.

Additional Information:

6+ years of experience in Contact Center, Unified Communications, or Voice Engineering.

Minimum 2–3 years of handson experience with Genesys Cloud CX administration and support.

Experience integrating Genesys Cloud with CRM, Microsoft Teams, and cloud platforms is preferred.

Exposure to AIenabled customer engagement and automation technologies is highly desirable.

Preferred Certifications

Genesys Cloud CX Professional Certification

Genesys Cloud CX Developer Certification

Microsoft Azure AI Fundamentals (AI900)

Microsoft Teams Administrator (MS700)

ITIL Foundation

Key Competencies

Genesys Cloud CX Administration

AIEnabled Contact Center Operations

Omnichannel Customer Engagement

Genesys AI & Conversational AI

Microsoft Copilot & Azure OpenAI Integration

Contact Center Automation

CRM & SaaS Integrations

Cloud Contact Center (CCaaS)

Intelligent Analytics & Reporting

Customer Experience Modernization