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

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