Genesys Telephony Support Engineer (3-month contract), VIC

Programmed Maintenance Services; City of Melbourne; Hybrid; AUD 90,000 - 115,000; Full time

Job summary

PERSOL in Melbourne is seeking an experienced Genesys Telephony Support Engineer for a 3-month contract to support and maintain our contact center platform. You will handle incidents, perform configuration changes, and work closely with operations, IT and carriers to keep the system stable.

The role requires 8+ years in IT/telephony with hands-on Genesys Cloud and On-Prem, strong call-flow skills, and familiarity with ITSM tools; Australian working rights are essential.

Qualifications

• 8+ years in IT, telephony or contact center support, incl. 2–3 years hands-on Genesys Cloud/On-Prem
• Strong Architect call-flow design and troubleshooting skills
• Knowledge of ACD, IVR, skills-based routing and WFM basics
• Working knowledge of SIP/VoIP and telephony networking
• Experience using ITSM tools (ServiceNow, Jira) in SLA-driven environments
• Clear communication with technical and non-technical stakeholders
• Australian working rights; Genesys certification preferred
• Experience with Genesys APIs, Data Actions or scripting
• Experience integrating with Salesforce, ServiceNow
• Telco or large enterprise contact center background

Responsibilities

• Provide BAU support (L2/L3) for the Genesys Cloud and On-Prem
• Investigate and resolve incidents, service requests and problem tickets within SLAs
• Configure and maintain queues, routing and skills, users, roles and permissions, schedules, and emergency groups
• Build and change IVR call flows in Architect for inbound, in-queue and outbound flows
• Manage DIDs, number assignments, and edge/trunk settings, including BYOC SIP trunking with the carrier
• Troubleshoot call quality, call routing and connectivity issues, escalate when needed
• Support integrations such as CRM and SSO
• Carry out changes through the change management process, including documentation, testing and rollback plans
• Keep knowledge articles, runbooks and configuration records up to date
• Pull reports and analytics to help diagnose issues and inform improvements

Skills

Genesys Cloud/On-Prem

Architect call-flow design

SIP/VoIP networking

ITSM tools (ServiceNow/Jira)

Stakeholder communication

Australian working rights

Genesys certification

Salesforce/ServiceNow integrations

Telco/enterprise contact center

Tools

Genesys Cloud

Genesys On-Prem

Salesforce

ServiceNow

Jira

Job description

Genesys Telephony Support Engineer (3-month contract), VIC

We are looking for Genesys Telephony Support Engineer for Melbourne region. Below are the details for your reference, Let us know if you have any one available.

Role: Genesys Telephony Support Engineer (Immediate Joiner)Contract: 3 months (possible extension)Location: Melbourne, VIC (onshore; hybrid/on-site as required)

Experience: 5 + Years

About the roleWe're looking for an experienced Genesys engineer to support and maintain our contact center telephony platform. You'll handle incidents and service requests, make configuration changes, and keep the platform stable and performing well. This is a hands-on role working with contact center operations, IT and carrier partners.

Key responsibilities

• Provide BAU support (L2/L3) for the Genesys Cloud and On-Prem.
• Investigate and resolve incidents, service requests and problem tickets within agreed SLAs
• Configure and maintain queues, routing and skills, users, roles and permissions, schedules, and emergency groups
• Build and change IVR call flows in Architect (inbound, in-queue and outbound flows)
• Manage DIDs, number assignments, and edge/trunk settings, including BYOC SIP trunking with the carrier
• Troubleshoot call quality, call routing and connectivity issues, and escalated to Genesys or the carrier when needed
• Support integrations such as CRM and SSO
• Carry out changes through the change management process, including documentation, testing and rollback plans
• Keep knowledge articles, runbooks and configuration records up to date
• Pull reports and analytics to help diagnose issues and inform improvements

Skills and experience:

• 8+ years in IT, telephony or contact center support, including at least 2-3 years hands-on with Genesys Cloud and On-Prem.
• Strong Architect call-flow design and troubleshooting skills
• Solid grasp of contact center concepts: ACD, IVR, skills-based routing, WFM basics
• Working knowledge of SIP, VoIP and telephony networking
• Experience using ITSM tools (ServiceNow, Jira or similar) in an SLA-driven environment
• Clear communication with technical and non-technical stakeholders
• Australian working rights (citizen or PR)
• Genesys certification (e.g., Genesys Cloud CX Professional or Developer)
• Experience with Genesys Pure Connect or Multi cloud CX, or a migration to Genesys Cloud
• Exposure to Genesys APIs, Data Actions or scripting
• Experience integrating with Salesforce, ServiceNow
• Telco or large enterprise contact center background

Who we are

At PERSOL, we connect people to meaningful work and growth.
With decades of experience and a future-focused mindset, we're here to support your career journey. We offer fresh opportunities, trusted guidance, and a people-first approach.

We're committed to creating a safe, inclusive, and respectful workplace that embraces diverse experiences, backgrounds, and perspectives.
We strongly encourage applications from women, people of Aboriginal and Torres Strait Islander descent, and individuals from all communities.

To learn more about life at PERSOL, visit persolaustralia.com
Or follow us on LinkedIn at linkedin.com/company/persolapac for the latest updates and opportunities.

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