CCaaS Support Engineer - Genesys Cloud, Amazon Connect

Convergys; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Concentrix is seeking a skilled CCaaS Support Engineer in Melbourne to provide Level 1/2 support for Genesys Cloud, Amazon Connect and other CCaaS platforms. The role includes IVR configuration, call routing, incident management, and cross-functional collaboration with network engineers and developers.

You will monitor system health, escalate complex issues, and maintain thorough documentation to build a knowledge base for future reference.

Qualifications

• Minimum 2+ years in technical support for contact center technologies.
• Hands-on experience with CCaaS platforms, IVR, and core routing configurations.
• Strong problem-solving, communication and collaboration skills.

Responsibilities

• Provide Level 1/2 support for Genesys Cloud, Amazon Connect and other CCaaS platforms.
• Monitor, triage and resolve incidents with SLA adherence.
• Configure and troubleshoot IVR and routing rules to optimize call flows.
• Continuously monitor systems and address potential issues.
• Escalate complex problems with clear communication and status updates.
• Document incidents, solutions and configurations for knowledge base.
• Identify opportunities to improve processes and platforms.
• Collaborate with network, software, and operations teams.
• Train end-users and support platform-related queries.

Skills

Genesys Cloud experience

Amazon Connect

CCaaS platforms

IVR configurations

Call routing

Incident management

Documentation

Scripting & APIs

ITIL familiarity

Atlassian tools

Tools

Atlassian Suite

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 escalate 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.