CCaaS Support Engineer: Genesys & Connect (On-Call 24x7)

CNX

Sydney

On-site

AUD 90,000 - 120,000

Full time

3 days ago

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Job summary

Concentrix is seeking a CCaaS Support Engineer with hands-on experience in Genesys Cloud and Amazon Connect to join our Melbourne team. You will provide Level 1–2 support, manage IVR configurations and routing, and ensure fast issue resolution to minimize downtime.

Experience with scripting or API integrations is a plus. The role may require on-call coverage; Australian citizenship is required due to customer requirements.

Qualifications

2+ years in technical support for contact center technologies (Genesys Cloud or Amazon Connect).
Hands-on experience with IVR, routing, and incident handling in CCaaS environments.
Scripting or API integration knowledge is a plus.

Responsibilities

Provide Level 1 and Level 2 support for CCaaS platforms, ensuring rapid resolution to minimize downtime.
Monitor, triage, and resolve incidents related to CCaaS platforms and IVR systems.
Configure and troubleshoot IVR and core routing rules for optimal call flow.

Skills

Genesys Cloud

Amazon Connect

CCaaS platforms

IVR configurations

Call routing

Incident management

API integrations

Tools

Genesys Cloud

Amazon Connect

Job description

Experience with scripting or API integrations is a plus. The role may require on-call coverage; Australian citizenship is required due to customer requirements.

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