Join our team as an Application Support Engineer and become a vital part of our critical business systems. You'll act as a software detective, diligently identifying and resolving issues across various system components. This role is crucial for maintaining the seamless operation of our technology infrastructure.

We are seeking a skilled Genesys Cloud Contact Center Engineer with a strong background in architecting call flows, voice routing, and designing contact center solutions. Your expertise will be instrumental in developing and refining inbound IVR applications, configuring routing strategies, and supporting Genesys Cloud CX voice services. The position requires a keen ability to troubleshoot complex issues related to SIP, RTP, WebRTC, SBC gateway Trunks, and Genesys Edge components to ensure uninterrupted voice communication.

As an Application Support Engineer, you will be expected to operate independently and develop into a Subject Matter Expert (SME). Your active participation and contributions in team discussions will be highly valued, as will your ability to provide effective solutions to work-related challenges.

Collaboration with cross-functional teams is essential for the seamless integration and support of our business applications. You will also be responsible for documenting troubleshooting processes and solutions, contributing to a robust knowledge base for future reference. Furthermore, you will assist in the continuous improvement of our support processes and tools to elevate service delivery and provide timely, clear updates to stakeholders on issue status and resolution progress.

Candidates must possess a minimum of 2 years of experience specifically in Cloud Contact Center Implementation, demonstrating a strong foundation in this area. The ideal applicant will have proven experience in implementing application enhancements, optimizing customer call flows, and integrating third-party systems within the Genesys Cloud ecosystem.

Proficiency in Genesys Cloud CX, including Voice, Queues, Routing, and Architect, is a core requirement. Experience with Inbound IVR & Call Flow Development, Application Configuration & Enhancements, REST APIs, Data Actions, JSON, Postman, SIP, RTP, WebRTC, BYOC Trunks, and Genesys Edge are also essential technical skills. A minimum of 15 years of full-time education is required for this role. Strong problem-solving skills and the ability to analyze complex system issues are critical. Familiarity with monitoring tools and techniques for diagnosing system faults is necessary. Excellent communication skills are vital for conveying technical information effectively to diverse audiences.