Genesys Cloud - Contact Center L3 Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Genesys Cloud - Contact Center L3 Support specialist based in the United States. We are seeking a skilled contact center and telecommunications professional to support and optimize mission-critical cloud communication services in a dynamic enterprise environment. In this role, you will provide advanced operational support for Genesys Cloud, Workforce Management (WFM), VoIP, SIP, and integrated telecommunications platforms. You will play a key role in maintaining service availability, resolving complex technical incidents, and ensuring reliable contact center operations around the clock. Working closely with internal engineering teams, external vendors, telecommunications carriers, and business stakeholders, you will drive troubleshooting, system optimization, and continuous service improvement. You will also leverage automation, scripting, and AI-enabled technologies to streamline operational workflows and enhance service delivery. This remote opportunity is ideal for a proactive technical specialist who thrives in a fast-paced environment and is committed to operational excellence, system resilience, and outstanding communication services.

Contact Center Operations: Provide day-to-day operational support, maintenance, and administration for Genesys Cloud and other contact center platforms, ensuring reliable and efficient service delivery. Telecommunications Support: Maintain and troubleshoot Workforce Management (WFM) solutions, VoIP infrastructure, SIP services, voice networks, carrier connectivity, and integrated communication systems. Incident and Problem Management: Monitor platform performance, investigate technical incidents, resolve service disruptions, and perform root cause analysis to prevent recurring issues and minimize operational risk. 24/7 Operational Coverage: Participate in a 24x7 on-call rotation, responding to critical incidents, outages, and service interruptions to maintain business continuity and service availability. Routing and Workforce Optimization: Configure and support contact center routing strategies, call flows, agent settings, reporting capabilities, and workforce optimization functions. Vendor and Carrier Coordination: Collaborate with telecommunications carriers, service providers, technology vendors, and internal teams to investigate issues, coordinate resolutions, and implement service improvements. System Administration and Maintenance: Perform system configuration, upgrades, patching, maintenance, and operational support activities across contact center and telecommunications platforms. Change and Release Management: Execute infrastructure and configuration changes in accordance with established change management procedures, operational standards, and documentation requirements. Monitoring and Performance Optimization: Analyze service metrics, monitoring alerts, and operational trends to identify performance issues, improve reliability, and maintain service-level objectives. Automation and AI Enablement: Identify opportunities to streamline workflows using scripting, APIs, orchestration tools, automation, and AI-enabled solutions for monitoring, reporting, troubleshooting, and incident response. Documentation and Knowledge Management: Develop and maintain technical documentation, operational procedures, troubleshooting guides, support runbooks, and knowledge articles. Disaster Recovery and Business Continuity: Support high-availability initiatives, disaster recovery planning, and continuity measures for enterprise voice and contact center services. Security and Compliance: Ensure supported platforms adhere to applicable security requirements, governance policies, operational controls, and standards for protecting sensitive information. Continuous Improvement: Recommend and implement technical and process improvements that enhance operational efficiency, reduce recurring incidents, and strengthen overall service quality. Cross-Functional Collaboration: Partner with technical teams and business stakeholders to understand operational requirements, resolve complex issues, and deliver effective telecommunications and contact center solutions. Requirements Education: Bachelor's degree in Information Technology, Telecommunications, Computer Science, Engineering, or a related discipline, or an equivalent combination of education and professional experience. Professional Experience: At least three years of experience supporting enterprise telecommunications, contact center, or unified communications environments. Five or more years of relevant experience is preferred. Genesys Expertise: Hands-on experience supporting Genesys Contact Center platforms and associated contact center operations, ideally within a cloud-based enterprise environment. Telecommunications Knowledge: Strong understanding of VoIP, SIP, voice networking, trunking, carrier services, call routing, and telecommunications troubleshooting methodologies. Contact Center Technologies: Experience supporting workforce management solutions, agent configurations, call flows, routing strategies, and contact center performance monitoring. Cloud Technology Experience: Familiarity with cloud-based contact center platforms and migration initiatives is preferred. Incident and Change Management: Practical experience with incident management, problem management, change management, troubleshooting, and root cause analysis in production environments. Automation and Scripting: Experience developing automation solutions using scripting, APIs, workflows, or orchestration tools is an advantage. AI and Operational Innovation: Demonstrated ability to apply artificial intelligence or automation technologies to improve monitoring, reporting, troubleshooting, or service delivery efficiency is preferred. IT Service Management: Knowledge of ITIL practices and structured service management processes is desirable. Vendor Management: Experience coordinating with external vendors, service providers, and telecommunications carriers to resolve technical issues and maintain service quality is beneficial. Technical Problem-Solving: Strong analytical skills and the ability to diagnose complex platform, network, connectivity, and service performance issues. Independent Work and Prioritization: Ability to manage multiple assignments, make sound technical decisions, and prioritize competing demands in a fast-paced, 24x7 operational environment. Communication Skills: Excellent written and verbal communication skills, with the ability to collaborate effectively with technical teams, business stakeholders, and external partners. Agile Collaboration: Comfort working within a SAFe Agile organization and contributing to cross-functional engineering and operational improvement initiatives. Preferred Certifications: Industry certifications in Genesys Cloud, ITIL, SAFe, or AWS are advantageous. Remote Work Readiness: Ability to work effectively from home, maintain a dedicated workspace that protects confidential health information, and meet the required internet connectivity standards. Benefits Competitive annual salary: $89,000–$121,400, depending on geographic location, qualifications, skills, certifications, and relevant experience. Performance-based bonus: Eligibility for an incentive plan based on individual and/or organizational performance. Medical insurance: Health coverage designed to support employee well-being. Dental and vision insurance: Benefits to help manage routine and specialized healthcare needs. Retirement savings: A 401(k) plan to support long-term financial planning. Paid time off: Paid leave to support personal needs and work-life balance. Paid holidays: Company and personal holidays. Family support: Paid parental and caregiver leave. Disability coverage: Short-term and long-term disability benefits. Life insurance: Coverage to provide additional financial protection. Remote work flexibility: The opportunity to work remotely from anywhere in the United States, subject to applicable employment requirements. Professional development: Opportunities to expand expertise in cloud contact center platforms, telecommunications, automation, AI, and IT service management. Technology-driven environment: Exposure to enterprise-scale communication infrastructure and continuous improvement initiatives. Full-time schedule: A standard 40-hour workweek, with participation in a 24x7 on-call rotation. Occasional travel: Limited travel may be required for office meetings or training.