CCaaS Support Engineer: Genesys Cloud & Amazon Connect

Concentrix Catalyst Pty Ltd.

City of Melbourne

On-site

AUD 70,000 - 100,000

Full time

14 days+

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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.