CCaaS Support Engineer — Genesys Cloud & IVR Expert

Concentrix

Philippines

On-site

PHP 450,000 - 600,000

Full time

6 days ago

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Job summary

Concentrix in the Philippines is seeking a CCaaS Support Engineer to deliver Level 1 and Level 2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms. You will manage IVR configurations, routing rules, and incident resolution, while upholding SLAs and customer satisfaction.

The role requires strong problem solving, clear communication, and collaboration with cross-functional teams; on-call duties may be required to support 24x7 operations.

Qualifications

2+ years in technical support focused on contact center tech.
Experience with Genesys Cloud and/or Amazon Connect.
Strong troubleshooting and verbal/written communication.
Certifications in CCaaS platforms desirable.
Team player and proactive learner.

Responsibilities

Provide Level 1 and Level 2 support for CCaaS platforms, ensuring rapid issue resolution.
Monitor, triage, and resolve incidents related to CCaaS platforms and IVR routing.
Configure, maintain, and troubleshoot IVR and core routing rules.
Continuously monitor system performance and address issues before impact.
Escalate complex issues with clear communication and updates.
Document incidents and solutions for a knowledge base.
Collaborate with cross-functional teams to ensure seamless operation.

Skills

Genesys Cloud

Amazon Connect

CCaaS platforms

IVR systems

Call routing

Problem solving

Communication skills

Tools

APIs

Scripting languages

ITIL processes

Job description

The role requires strong problem solving, clear communication, and collaboration with cross-functional teams; on-call duties may be required to support 24x7 operations.

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