Genesys Contact Center Support Technician

JSR Tech Consulting; Tempe (AZ); On-site; USD 60,000 - 90,000; Full time

Job summary

JSR Tech Consulting in Tempe, AZ is seeking a Genesys Contact Center Support Technician to provide Level 1–2 support in a mission-critical contact center environment.

You will be the primary IT resource for contact center users, handling onboarding/offboarding, issue troubleshooting, and end-user support across Genesys, Windows, and Microsoft 365.

Qualifications

• 3+ years of IT/desktop support or service desk experience.
• Hands-on experience with Genesys Cloud (PureCloud) or Genesys Engage.
• Experience supporting contact center agents and supervisors.
• Strong troubleshooting across Windows 10/11, Microsoft 365, VPN, and networking.
• Excellent communication and customer service skills.
• Ability to work onsite in Tempe, AZ, Monday–Friday.

Responsibilities

• Provide Level 1 and Level 2 support for the Genesys Contact Center environment.
• Onboard/offboard contact center agents and supervisors, including provisioning.
• Troubleshoot Genesys issues (logins, call routing, softphones, headsets, desktop apps).
• Provide desktop and end-user support for laptops, Windows, Microsoft 365, VPN connectivity.
• Serve as primary IT point of contact for contact center users.
• Coordinate with infrastructure, networking, and Genesys teams to resolve issues.
• Monitor, troubleshoot, and resolve incidents through ServiceNow.
• Participate in Genesys support meetings and communicate updates.
• Create and maintain technical documentation and user guides.
• Assist with user training and adoption of contact center technologies.
• Deliver outstanding customer service while managing multiple priorities in a fast-paced environment.

Skills

IT support

Customer service

Troubleshooting

Onsite collaboration

Communication

Tools

ServiceNow

Windows 10/11

Microsoft 365

VPN connectivity

Laptops & peripherals

Networking

Genesys Cloud (PureCloud)

Genesys Engage

Job description

Location: Tempe, AZ

Work Arrangement: 100% Onsite (Monday–Friday)

Employment Type: Contract

JSR Tech Consulting is seeking a Genesys Contact Center Support Technician to support a long-term engagement with a leading global pharmaceutical organization. This is an excellent opportunity for an IT support professional who enjoys solving technical problems, supporting end users, and working within a mission-critical contact center environment.

In this role, you\'ll serve as the primary IT resource for contact center users while providing hands-on support for the organization\'s Genesys platform and end-user technologies. If you\'re passionate about customer service, troubleshooting, and supporting business-critical operations, we\'d love to hear from you.

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 account provisioning and configuration.
• Troubleshoot Genesys issues including agent logins, call routing, softphones, headsets, and desktop applications.
• Provide desktop and end-user support for laptops, Microsoft 365, Windows, peripherals, VPN connectivity, and related technologies.
• Serve as the primary IT point of contact for contact center users.
• Coordinate with infrastructure, networking, and Genesys engineering teams to resolve complex technical issues.
• Monitor, troubleshoot, and resolve incidents through ServiceNow.
• Participate in Genesys support meetings and communicate updates with local IT teams.
• Create and maintain technical documentation, knowledge articles, and user guides.
• Assist with user training and adoption of contact center technologies.
• Deliver outstanding customer service while managing multiple priorities in a fast-paced environment.

Required Qualifications

• 3+ years of IT Support, Desktop Support, Service Desk, or End User Support experience.
• Hands-on experience supporting Genesys Cloud (PureCloud) or Genesys Engage.
• Experience supporting contact center agents and supervisors.
• Strong troubleshooting experience with:
• Windows 10/11
• Microsoft 365
• Laptops and peripherals
• VPN and networking connectivity
• Experience using ServiceNow or another ITSM platform.
• Excellent communication and customer service skills.
• Ability to work onsite in Tempe, AZ, Monday through Friday.

Preferred Qualifications

• Cisco Unified Communications or Cisco Telephony experience
• Knowledge of SIP telephony and contact center infrastructure
• Experience supporting CTI integrations
• Experience working within pharmaceutical or other regulated environments