Job Description

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. Accountabilities - 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.

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