CCaaS Support Engineer - Genesys Cloud, Amazon Connect

Concentrix Catalyst Pty Ltd.; City of Melbourne; On-site; AUD 70,000 - 100,000; Full time

Job summary

Concentrix Catalyst Pty Ltd. is seeking a skilled CCaaS Support Engineer with hands-on experience in Genesys Cloud and Amazon Connect.

You will deliver Level 1–2 support, manage IVR configurations, call routing, and incident handling to ensure high availability and customer satisfaction. The role emphasizes proactive problem solving, collaboration with cross-functional teams, and ongoing documentation to support knowledge sharing.

Qualifications

• Minimum of 2+ years in a technical support role focused on contact center technologies, including Genesys Cloud and/or Amazon Connect.
• Experience with CCaaS platforms, IVR systems, core routing, and call flow configurations.
• Ability to explain technical concepts to non-technical users and collaborate with technical teams.

Responsibilities

• Provide Level 1 and Level 2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms.
• Monitor, triage, and resolve CCaaS incidents to minimize downtime and meet SLAs.
• Configure, maintain, and troubleshoot IVR and routing rules for optimal call flow.
• Continuously monitor system health and address issues before impacting operations.
• Escalate complex issues with clear communication and timely updates.
• Document incidents, solutions, and configurations for a knowledge base.
• Identify process and system improvements to boost efficiency and customer satisfaction.
• Collaborate with network engineers, software developers, and operations teams.
• Assist end-users with platform queries and provide training on system functionalities.

Skills

Genesys Cloud

Amazon Connect

CCaaS platforms

IVR

Call routing

Incident management

Documentation

Analytical skills

Communication

Teamwork

Tools

Atlassian

Job description

Job Title: CCaaS Support Engineer - Genesys Cloud, Amazon Connect Job Description

Job Summary: We are seeking a skilled CCaaS Support Engineer with experience in Genesys Cloud, Amazon Connect, and/or any other Contact Center as a Service (CCaaS) platforms. The ideal candidate will have hands‑on experience providing Level 1 and Level 2 support, including managing Interactive Voice Response (IVR) systems, call flows / routing and managing MAC requests. This role requires a proactive problem solver with a good understanding of contact center technologies and a passion for delivering exceptional technical support to customers. Please Note: This position requires an Australian Citizen due to customer requirements. Additionally, the role may involve being on‑call to support 24x7 customer operations.

Key Responsibilities:

• Technical Support: Provide Level 1 and Level 2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms, ensuring rapid resolution of technical issues to minimize downtime.
• Incident Management: Monitor, triage, and resolve incidents related to CCaaS platforms, IVR systems, and core routing, following established protocols and ensuring compliance with SLAs.
• IVR and Routing Configuration: Implement, maintain, and troubleshoot IVR configurations and core routing rules to ensure optimal call flow and customer experience.
• System Monitoring: Continuously monitor system performance and health, proactively identifying potential issues and addressing them before they impact operations.
• Issue Escalation: Collaborate with internal teams and external vendors to elevate and resolve complex technical issues, ensuring clear communication and status updates.
• Documentation: Maintain accurate and detailed documentation of incidents, solutions, and configurations to build a comprehensive knowledge base for future reference.
• Continuous Improvement: Identify areas for process and system improvement, providing recommendations to enhance efficiency, performance, and customer satisfaction.
• Collaboration: Work closely with cross‑functional teams, including network engineers, software developers, and operations teams, to ensure seamless operation and integration of CCaaS platforms.
• User Training and Support: Assist end‑users with platform‑related queries, provide training on system functionalities, and ensure users are equipped to leverage the full potential of the CCaaS platforms.

Qualifications:

• Experience: Minimum of 2+ years of experience in a technical support role with a focus on contact center technologies, including Genesys Cloud and/or Amazon Connect.
• Technical Expertise: Strong hands‑on experience with CCaaS platforms, IVR systems, core routing, and call flow configurations. Including other Customer Experience (CX) digital solutions, Voice and Chatbots and Conversational AI. Knowledge of scripting languages and APIs for integrations is a plus.
• Problem‑Solving Skills: Excellent analytical and troubleshooting skills, with the ability to quickly identify and resolve complex technical issues.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical users and collaborate effectively with technical teams.
• Customer Focus: Dedicated to delivering exceptional support and ensuring a seamless customer experience through proactive issue management and resolution.
• Certifications: Relevant certifications in Genesys Cloud, Amazon Connect, or other CCaaS platforms are highly desirable.
• Team Player: Ability to work independently as well as part of a team, with a strong commitment to collaboration and continuous learning.

Preferred Qualifications:

• Experience with other CCaaS platforms and related technologies.
• Knowledge of contact center operations and best practices.
• Familiarity with ITIL processes and service management tools (e.g Atlassian)

Why Join Us?

At Concentrix, you will join a dynamic team committed to delivering world‑class customer experiences through cutting‑edge contact center technologies. As a CCaaS Support Engineer, you will have the opportunity to work with leading platforms, contribute to process improvements, and play a key role in ensuring our contact center operations run smoothly and efficiently.

Location: AUS Melbourne - 276 Flinders Street Level 7

Time Type:

Full time

Mission:

Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well‑known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview:

We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's…… designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.