CCaaS Support Engineer: Genesys Cloud & Amazon Connect

Convergys

City of Melbourne

Hybrid

AUD 90,000 - 120,000

Full time

3 days ago

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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.