Contact Center Senior Specialist

About the role

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions. Collaborate with Genesys Support and vendors to address critical platform issues swiftly and effectively.

What you'll do

• Collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate
• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions
• Collaborate with Genesys Support and vendors to address critical platform issues swiftly and effectively
• Manage incident responses and conduct root cause analyses (RCA) for outages and service disruptions, ensuring minimal impact on business operations
• Provide operational support on Genesys Cloud CX, NICE CX One, and Webex CC solutions while aligning with business requirements

What you need

• 5–9 yrs of experience
• AWS
• GCP
• Azure
• Problem solving
• CRM
• Root cause analysis
• Any graduate

Good to have

• Salesforce