We are seeking an experienced Genesys Cloud L2 Support Engineer to provide advanced technical support for contact center platforms based on Genesys Cloud CX. The role involves handling complex incidents, performing root cause analysis, supporting production environments, and working closely with Genesys, customers, and internal stakeholders to ensure high availability and performance of contact center solutions.

Responsibilities
Provide Level 2 technical support for Genesys Cloud CX across voice and digital channels
Troubleshoot complex issues related to:
Voice (SIP, telephony, call flows)
ACD, IVR, routing, queues
Digital channels (Chat, Email, Messaging)
Workforce Engagement (WFM/WEM)

Engage in performing root cause analysis (RCA) and implement permanent fixes

Work closely with Genesys Support, telecom carriers, and cloud providers to resolve critical issues

Support production incidents,



including participation in on call / after-hours support as required

Assist with platform upgrades, configuration changes, and current feature enablement

Review logs, traces, and analytics to diagnose system and performance issues

Provide guidance and mentoring current team members

Ensure adherence to SLA, ITIL, and incident/problem/change management processes

Create and maintain technical documentation, SOPs, and knowledge base articles

Collaborate with project, engineering, and operations teams during deployments and transitions

Qualifications
Bachelor's or master's degree in computer science, Information Technology, or a related field
Over 5 years of experience in Support, operations and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platforms.

📌 Genesys Cloudsupport Engineer Bengaluru (India)
🏢 Opticent
📍 India