Contact Center Support 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

Configuration Server, Message Server, Stat Server

SIP Server, T-Server, URS

Genesys Voice Platform (GVP)

Composer, Pulse, WDE

CTI and Contact Center Technologies

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Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands-on experience in at least one contact center platform:

• Microsoft Dynamics 365 CC
• Genesys Cloud
• Amazon Connect
• NICE CXone

User-level troubleshooting and fault isolation.

Understanding of voice and digital contact center workflows.

Incident and Service Request Management.

Strong communication and stakeholder management skills.

Nice to Have Skills:

• Salesforce/CRM Integrations
• REST APIs
• Splunk, Grafana, Dynatrace/AppDynamics
• Verint/WFM Integration
• Scripting (PowerShell, Python, Shell)

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Contact center reporting and monitoring.

Network troubleshooting (WAN/LAN, CCNA knowledge).

Certification in any Contact Center platform.

Detailed Job Description

• Provide L2 support for Genesys Engage production environments.
• Troubleshoot and resolve incidents related to routing, IVR, CTI, agent desktop, SIP, and reporting.
• Perform RCA for recurring issues and drive permanent fixes.
• Monitor platform health, logs, alarms, and performance metrics.
• Support configuration changes, deployments, upgrades, and maintenance activities.
• 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, knowledge articles, and support procedures.
• Identify automation and service improvement opportunities.

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Serve as the first point of contact for contact center support incidents and service requests.

Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.

Monitor contact center operations and identify service-impacting issues.

Log, classify, prioritize, and track incidents through resolution.

Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.

Coordinate with business users, operations teams, telecom teams, and technology stakeholders.