Contact Center Solutions Engineer

Ampstek; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Ampstek is seeking an experienced L2 Support specialist to ensure reliable operation of Genesys Engage production environments. You will troubleshoot routing, IVR, CTI, agent desktop, SIP, and reporting incidents, and perform RCAs to drive permanent fixes.

You will monitor platform health, logs, alarms, and performance metrics while coordinating changes with cross-functional teams to maintain service quality and uptime.

Qualifications

• Hands-on experience in contact center platforms.
• Experience in contact center operations and L2 support.
• Troubleshooting and fault isolation in voice/digital workflows.
• Incident and service request management with cross-team coordination.
• Strong communication and stakeholder management skills.

Responsibilities

• Provide L2 support for Genesys Engage production environments.
• Troubleshoot routing, IVR, CTI, agent desktop, SIP, and reporting incidents.
• Perform RCA for recurring issues and drive permanent fixes.
• Monitor platform health, logs, alarms, and performance metrics.
• Support configuration changes, deployments, upgrades, and maintenance.
• Coordinate with Genesys, infrastructure, telecom, and application teams for issue resolution.
• Participate in major incident management, on-call support, and escalation handling.
• Maintain operational documentation and knowledge articles.
• Identify automation and service improvement opportunities.

Skills

Genesys Engage

Genesys Cloud

Microsoft Dynamics 365 CC

Amazon Connect

NICE CXone

L2/L3 Support

Incident Management

Stakeholder Management

Communication Skills

Tools

Salesforce CRM

REST APIs

Splunk

Grafana

Dynatrace

AppDynamics

Verint WFM

PowerShell

Python

Shell

Job description

Ampstek is seeking an experienced L2 Support specialist to ensure reliable operation of Genesys Engage production environments. You will troubleshoot routing, IVR, CTI, agent desktop, SIP, and reporting incidents, and perform RCAs to drive permanent fixes.

You will monitor platform health, logs, alarms, and performance metrics while coordinating changes with cross-functional teams to maintain service quality and uptime.