Voice System Support Engineer (contract)
The Genesys Voice System Support Engineer is responsible for the day-to-day support, maintenance, and optimization of Genesys contact center platforms, with a primary focus on voice technologies such as IVR, routing, and telephony integrations. This role ensures high availability, performance, and reliability of customer interaction systems while minimizing service disruptions and enhancing user experience.
Key Responsibilities
Production Support & Operations
- Provide L2/L3 support for Genesys voice platforms in a 24x7 production environment
- Monitor system performance, availability, and capacity using standard monitoring tools
- Respond to and resolve incidents, service outages, and performance degradations within SLA targets
- Perform root cause analysis (RCA) and implement corrective and preventive actions
- Participate in on-call rotations as required
Platform Administration & Management
- Manage and support core Genesys components such as:
- Configuration Server (Config Server)
- Universal Routing Server (URS)
- Genesys Voice Platform (GVP) / IVR
- SIP Server and related telephony services
- Perform system configurations, patching, deployments, and version upgrades
- Maintain system documentation, runbooks, and standard operating procedures
- Ensure platform stability, scalability, and compliance with organizational standards
Telephony & Voice Troubleshooting
- Diagnose and resolve SIP/VoIP-related issues including:
- Call failures and routing issues
- Voice quality problems (latency, jitter, packet loss)
- Call drops and signaling errors
- Collaborate with telecom carriers and network teams to resolve connectivity issues
- Analyze logs, traces, and call flows to identify root causes
IVR Application Support
- Troubleshoot IVR applications, scripts, and call flows
- Support testing and validation of IVR changes and enhancements
- Work with development teams to identify and resolve application defects
- Ensure seamless customer interaction flows and minimal downtime
Incident, Problem & Change Management
- Follow ITIL best practices for incident, problem, and change management
- Document incidents, resolutions, and knowledge base articles
- Participate in change reviews and deployment activities
- Ensure proper impact analysis and rollback planning for all changes
Monitoring & Reporting
- Utilize monitoring and analytics tools such as:
- Splunk
- Genesys CCPulse / IRD tools
- Grafana or similar platforms
- Proactively identify trends and potential issues before they impact production
- Generate system performance and incident reports as needed
Collaboration & Stakeholder Engagement
- Work closely with cross-functional teams including:
- Network engineering
- Application development
- Infrastructure and cloud teams
- Business stakeholders
- Provide technical guidance and support during incident bridges and escalation calls
- Communicate effectively with both technical and non-technical stakeholders
Required Skills & Experience
- Strong hands-on experience with Genesys platforms (Engage and/or Genesys Cloud/PureCloud)
- Solid understanding of SIP, VoIP, and TCP/IP networking principles
- Experience with Linux and/or Windows system administration
- Ability to analyze logs and troubleshoot issues using SQL queries and diagnostic tools
- Familiarity with contact center call flows, routing strategies, and IVR systems
- Strong analytical and problem-solving skills
Tools & Technologies
- Genesys suite (Engage / Cloud components)
- Monitoring tools: Splunk, CCPulse, Grafana
- Ticketing systems: ServiceNow or similar ITSM platforms
- SIP analyzers and network diagnostic tools
Soft Skills
- Excellent troubleshooting and critical thinking abilities
- Strong verbal and written communication skills
- Ability to work effectively in high-pressure, production environments
- Strong organizational and time management skills
- Team-oriented mindset with a proactive approach to problem-solving
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 3–8 years of experience supporting contact center technologies, pre
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