Junior Genesys Cloud CX Architect: Grow Your Skills

Unisys

Canberra

On-site

AUD 60,000 - 90,000

Full time

14 days+

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Job summary

Unisys is looking for a Junior Genesys Cloud CX Architect to support mission-critical contact centre services in Canberra. You will provide Level 1 and 2 support for Genesys Cloud CX users, assist with upgrades, and help maintain performance across telephony, IVR, queues, and reporting.

You will work with senior engineers to resolve incidents, follow documented procedures, and contribute to continuous service improvements.

Qualifications

Basic knowledge of Genesys Cloud CX or contact centre technologies.
Understanding of contact centre operations and customer service environments.
Experience with incident and service request management.
Strong troubleshooting and problem-solving skills.
Strong communication and stakeholder engagement skills.

Responsibilities

Provide Level 1 and 2 support for Genesys Cloud CX users and services.
Troubleshooting issues across agents, queues, call routing, telephony, user access, and reporting.
Monitor incidents, alerts, and service requests to ensure timely resolution.
Manage user administration, licensing, permissions, and contact centre configuration.
Support platform upgrades, enhancements, testing, and deployments.
Assist with IVR and Architect flow maintenance under senior guidance.
Contribute to incident investigations, root cause analysis, and service improvements.
Maintain technical documentation, procedures, and knowledge articles.
Collaborate with internal teams, stakeholders, vendors, and support partners.
Participate in on-call and after-hours support when required.