Remote Genesys Cloud Engineer — L2 Support & Growth

WorkNomads; Portugal; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Remote work EU freelance

Autonomy

Career growth

Global team

Home office allowance

Zusammenfassung

WorkNomads is seeking a Genesys Cloud Engineer to join our distributed team, delivering L2 support for Genesys Cloud CX in production and ensuring high availability across client environments.

You will configure and troubleshoot accounts, queues, IVR, and routing, collaborate with international customers, and contribute to automation and integrations while growing into more advanced solutions.

Qualifikationen

• 3+ years of hands-on Genesys Cloud CX experience.
• Proven experience as L2 support in production.
• Strong Genesys Cloud administration and configuration skills.
• Good command of English for international customers.
• Ability to investigate incidents using logs and data.
• Ownership mindset and documented communication.

Aufgaben

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
• Take ownership of incidents from initial investigation through to resolution, escalation and follow-up.
• Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform settings.
• Configure and troubleshoot inbound and outbound contact center functionality.
• Design, modify and troubleshoot IVR and call flows using Genesys Architect.
• Investigate complex issues using logs, traces, configuration, platform data and other technical evidence.
• Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teams.
• Analyze recurring incidents and identify opportunities to improve platform stability, configuration and support processes.
• Maintain clear and accurate technical documentation, incident records and knowledge-base materials.
• Collaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environment.
• Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutions.
• Support and contribute to integrations, APIs, automation and system-to-system workflows where relevant.
• Share knowledge and contribute to the continuous development of Genesys Cloud capabilities within the team.
• Stay current with new Genesys Cloud features and emerging contact center technologies and AI-enabled capabilities

Kenntnisse

Genesys Cloud knowledge

L2 support experience

Incident management

Documentation skills

English communication

Tools

Genesys Cloud API

PowerShell

Python/JavaScript

Azure Logic Apps

Power Automate

Jobbeschreibung

WorkNomads is seeking a Genesys Cloud Engineer to join our distributed team, delivering L2 support for Genesys Cloud CX in production and ensuring high availability across client environments.

You will configure and troubleshoot accounts, queues, IVR, and routing, collaborate with international customers, and contribute to automation and integrations while growing into more advanced solutions.