Genesys Contact Center Associate

JSR Tech Consulting; Morristown (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

JSR Tech Consulting is seeking a Genesys Contact Center Support Technician to provide frontline IT support for a leading pharmaceutical client. This onsite role focuses on Genesys contact center environments, user provisioning, and incident resolution.

The ideal candidate will have 3+ years in IT support, experience with Genesys Cloud or Engage, and strong customer service skills, working Monday through Friday in Tucson, AZ.

Qualifications

• 3+ years of IT support, desktop support, service desk, or end-user support experience.
• Experience with Genesys Cloud (PureCloud) or Genesys Engage environments.
• Experience supporting contact center agents and supervisors.
• Strong troubleshooting across Windows, Microsoft 365, laptops, peripherals, networking, VPN, and connectivity.
• Experience using ServiceNow or similar ITSM platform.
• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to work with technical and non-technical users.
• Ability to work onsite in Tucson, AZ, Monday through Friday.

Responsibilities

• Provide Level 1 and Level 2 support for the Genesys Contact Center environment.
• Support onboarding and offboarding of contact center agents and supervisors, including user provisioning and configuration.
• Troubleshoot Genesys-related issues involving agent logins, call routing, softphones, headsets, and desktop applications.
• Serve as the primary point of contact for contact center users experiencing IT issues, including laptops, peripherals, connectivity, Microsoft 365, and other end-user technologies.
• Coordinate with infrastructure, networking, and Genesys engineering teams to resolve complex technical issues.
• Monitor, troubleshoot, and resolve incidents and service requests through the ServiceNow ticketing system.
• Participate in Genesys team meetings and communicate key updates to local IT stakeholders.
• Create and maintain technical documentation, knowledge articles, and user guides.
• Assist with user training and adoption of contact center technologies.
• Deliver exceptional customer service while managing multiple priorities in a fast-paced support environment.

Skills

Customer service

Troubleshooting

Communication

End-user support

Tools

Genesys

ServiceNow

Windows 10/11

Microsoft 365

Job description

Location: Tucson, AZ (100% Onsite - Monday through Friday)

Company: JSR Tech Consulting

Job Title: Genesys Contact Center Support Technician (Onsite)

JSR Tech Consulting has an immediate opportunity for a Genesys Contact Center Support Technician supporting our direct client, a leading global pharmaceutical company. This role combines traditional end‑user IT support with hands‑on support of the client's Genesys contact center environment. The ideal candidate enjoys troubleshooting, providing exceptional customer support, and serving as the primary IT contact for contact center users.

Responsibilities

• Provide Level 1 and Level 2 support for the Genesys Contact Center environment.
• Support onboarding and offboarding of contact center agents and supervisors, including user provisioning and configuration.
• Troubleshoot Genesys-related issues involving agent logins, call routing, softphones, headsets, and desktop applications.
• Serve as the primary point of contact for contact center users experiencing IT issues, including laptops, peripherals, connectivity, Microsoft 365, and other end‑user technologies.
• Coordinate with infrastructure, networking, and Genesys engineering teams to resolve complex technical issues.
• Monitor, troubleshoot, and resolve incidents and service requests through the ServiceNow ticketing system.
• Participate in Genesys team meetings and communicate key updates to local IT stakeholders.
• Create and maintain technical documentation, knowledge articles, and user guides.
• Assist with user training and adoption of contact center technologies.
• Deliver exceptional customer service while managing multiple priorities in a fast‑paced support environment.

Required Qualifications

• 3+ years of IT support, desktop support, service desk, or end‑user support experience.
• Experience supporting Genesys Cloud (PureCloud) or Genesys Engage environments.
• Experience supporting contact center agents and supervisors.
• Strong troubleshooting skills across Windows 10/11, Microsoft 365, laptops, peripherals, networking, VPN, and connectivity issues.
• Experience using ServiceNow or a similar ITSM platform.
• Excellent verbal and written communication skills.
• Strong customer service orientation and the ability to work effectively with both technical and non‑technical users.
• Ability to work onsite in Tucson, AZ, Monday through Friday.

Preferred Qualifications

• Genesys Certification.
• Cisco Unified Communications or Cisco Telephony experience.
• Understanding of SIP telephony and contact center infrastructure.
• Experience supporting CTI integrations and contact center technologies.
• Experience working in a pharmaceutical or other regulated environment.

This is an outstanding opportunity to support a mission‑critical contact center while providing a broad range of end‑user IT support for a leading pharmaceutical organization.