Onsite Genesys Contact Center Support Technician

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

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.