Position Summary We are seeking a highly experienced and skilled Genesys PureConnect Engineer to join our team The ideal candidate will have a minimum of 7 years of hands-on experience in the Genesys PureConnect environment with a strong focus on troubleshooting support and maintenance This role is critical to ensuring the stability performance and reliability of our contact center operations You will be responsible for providing technical expertise resolving complex issues and implementing best practices to optimize our Genesys PureConnect platform Key Responsibilities Provide advanced-level support for the Genesys PureConnect platform including the CIC server Interaction Administrator Interaction Designer Interaction Attendant Interaction Recorder and Interaction Dialer Lead the troubleshooting and resolution of complex technical issues related to call routing IVR reporting and integrations with third-party systems Perform routine maintenance tasks including system upgrades patch management e g SU Updates ES Updates and health checks to ensure optimal system performance Monitor system performance and proactively identify potential issues to prevent service disruptions Collaborate with cross-functional teams including IT network engineering and business stakeholders to diagnose and resolve problems Develop and maintain comprehensive documentation including system diagrams troubleshooting guides and standard operating procedures Provide mentorship and guidance to junior team members acting as a subject matter expert for all things Genesys PureConnect Participate in an on-call rotation for after-hours and weekend support as needed Implement and manage system configurations custom handlers and IVR scripts to meet business requirements Ensure the Genesys PureConnect environment adheres to security policies and best practices Required Skills and Qualifications 7 years of hands-on experience with Genesys PureConnect formerly Interactive Intelligence ININ Proven expertise in troubleshooting and supporting large-scale multi-site Genesys PureConnect environments Solid knowledge of core Genesys PureConnect components including Interaction Center CIC Interaction Designer handlers Interaction Attendant and Interaction Dialer Solid understanding of contact center operations call flow and business processes Experience with VoIP SIP and related telephony protocols Proficiency in diagnosing network-related issues that impact the Genesys environment Experience with system maintenance including applying patches and updates Excellent problem-solving analytical and communication skills Ability to work independently and collaboratively in a fast-paced environment Familiarity with ITIL concepts and agile methodologies is a plus Preferred Skills Genesys PureConnect certifications e g ICCS ICCE ICDE Experience with database technologies particularly SQL for reporting and data analysis Knowledge of other Genesys products e g Genesys Cloud PureEngage is a bonus Experience with scripting or programming languages e g C NET for custom handler development Experience with Windows Server administration