Contact Center Senior Specialist

About the role

As a vital member of our contact center team, you will troubleshoot complex incidents, enhance operational workflows, and implement cutting-edge solutions within a dynamic environment, ensuring the highest levels of service for our valued customers. Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions.

What you'll do

• Collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate
• Troubleshoot complex incidents, enhance operational workflows, and implement cutting-edge solutions within a dynamic environment
• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions
• Work collaboratively with Genesys Support and vendors to resolve critical platform issues efficiently
• Manage incident response and lead root cause analysis (RCA) for outages and service disruptions

What you need

• 5–9 yrs of experience
• CRM
• AWS
• GCP
• Salesforce
• Azure
• JavaScript
• Any graduate

Good to have

• Python
• ServiceNow
• Root cause analysis
• Incident response
• Performance testing
• SOP writing