CCaaS Support Engineer - Genesys Cloud, Amazon Connect

Concentrix; City of Melbourne; On-site; AUD 70,000 - 100,000; Full time

Job summary

Concentrix in Melbourne is seeking a skilled CCaaS Support Engineer with hands-on experience in Genesys Cloud and Amazon Connect to deliver Level 1 and 2 support for contact center platforms. You will configure IVR, routing, monitor system performance, and manage incidents to ensure uptime and excellent customer outcomes.

On-call rotation may apply; Australian citizenship is required. You will collaborate with network and software teams to continuously improve processes and overall customer

Qualifications

• 2+ years in a technical support role with focus on contact center technologies (Genesys Cloud and/or Amazon Connect).
• Hands-on CCaaS experience including IVR, routing and call flow configurations; familiarity with CX digital solutions and AI is a plus.
• Strong problem solving, analytical and communication skills for technical and non-technical audiences.
• Certifications in Genesys Cloud, Amazon Connect or CCaaS platforms are desirable.

Responsibilities

• Provide Level 1 and 2 support for CCaaS platforms, ensuring rapid issue resolution.
• Monitor, triage and resolve incidents related to IVR, routing and core CCaaS services in line with SLAs.
• Configure and troubleshoot IVR and routing rules to optimise call flows.
• Continuously monitor system health and performance; address issues proactively.
• Escalate complex problems to internal teams or vendors with clear status updates.
• Maintain thorough documentation of incidents, solutions and configurations.
• Identify opportunities for process and system improvements to boost efficiency and customer satisfaction.
• Collaborate across network, software and operations teams to ensure seamless CCaaS integration.
• Assist users with platform functionality and provide training on system capabilities.

Skills

Genesys Cloud

Amazon Connect

CCaaS platforms

IVR systems

Core routing

Call flow configurations

Scripting languages

APIs for integrations

Analytical troubleshooting

Customer focus

Communication skills

Tools

Atlassian

ITIL

Job description

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