Contact Center Specialist
5 days ago
Title: Genesys Contact Center Platform Support Engineer Location: Spring, TX Type : Contract & Onsite Role Summary: The L3 Support Engineer will be responsible for providing third-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure optimal performance and availability of the contact center systems. Key Responsibilities: Provide L3 support for Genesys Contact Center components including routing, reporting, and voice infrastructure. - Lead resolution of complex and escalated issues from L2 support. - Perform advanced troubleshooting and system diagnostics. - Collaborate with engineering and development teams for bug fixes and enhancements. - Provide technical guidance and mentorship to L2 support engineers. - Participate in architecture reviews and platform optimization initiatives. Monitor system health and proactively identify and resolve issues. Troubleshoot incidents related to Genesys Engage/Cloud, SIP Server, GVP, Workspace, and other modules. Collaborate with L1 support and escalate unresolved issues to L3 or vendor support. Perform root cause analysis and implement preventive measures. Document incidents, resolutions, and standard operating procedures. Participate in change management and deployment activities. Ensure compliance with SLAs and internal quality standards. Required Skills & Experience: Minimum 7 years of experience in Genesys Contact Center support. -- Proven expertise in debugging and resolving complex platform issues. - Experience in performance tuning and capacity planning. Strong understanding of Genesys architecture and components. Experience with Genesys Engage or Genesys Cloud platforms. Familiarity with SIP, VoIP, and telephony protocols. Proficiency in troubleshooting tools and techniques. Knowledge of ITIL processes and incident management. Excellent communication and documentation skills. Preferred Qualifications: Experience with CRM, IVR, CTI integrations. Scripting knowledge (e.g., Routing Strategy, JavaScript). Exposure to cloud platforms (AWS, Azure).
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Contact Center Specialist
2 weeks ago
Spring, Montgomery County, TX, United States Yochana Full timeTitle: Genesys Contact Center Platform Support Engineer Location : Spring, TX Type : Contract & Onsite Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application. Role Summary: The L3 Support Engineer will be responsible for providing third-level technical support for the Genesys Contact...
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Contact Center Specialist
2 weeks ago
Dallas, TX, United States Baylor University Medical Center Full timeContact Center Specialist 1 The Contact Center Specialist 1, working under close supervision, responds to routine inbound phone calls, emails and electronic requests to assist as front line support for product and/or service requests. This may include, but not limited to, technical support, answering questions, registering new patients, scheduling healthcare...
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Contact Center Specialist II
4 weeks ago
Lake Spring, United States CoxHealth Full timeDescription :The Contact Center Specialist II is responsible for managing interactions with consumers to ensure high level of customer service. Key responsibilities include answering consumer inquires, directing them to the appropriate department, centralized scheduling services for clinics, and other duties related to ensure patients can easily access...
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Contact Center Specialist III
3 weeks ago
Lake Spring, United States CoxHealth Full timeDescription :The Contact Center Specialist III is responsible for managing interactions with consumers to ensure high level of customer service. Key responsibilities include answering consumer inquires, directing them to the appropriate department, centralized scheduling services for clinics, collecting appropriate patient information to hand off to...
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Contact Center Specialist I
4 weeks ago
Lake Spring, United States CoxHealth Full timeDescription :Job Summary • The Contact Center Specialist I at CoxHealth is responsible for managing consumer interactions in a consumer focused, appropriate, and timely manner. The Contact Center Specialist I role is focused on analyzing and processing consumer requests, providing general information or direction as it relates to CoxHealth, and other...
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Contact Center Specialist
7 days ago
Spring, United States Yochana Full timeTitle: Genesys Contact Center Platform Support Engineer Location: Spring, TXType : Contract & Onsite Role Summary:The L3 Support Engineer will be responsible for providing third-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure...
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Contact Center Specialist
2 weeks ago
Spring, United States Yochana Full timeTitle: Genesys Contact Center Platform Support Engineer Location: Spring, TXType : Contract & Onsite Role Summary:The L3 Support Engineer will be responsible for providing third-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure...
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Contact Center Specialist
2 weeks ago
Spring, United States Yochana Full timeTitle: Genesys Contact Center Platform Support Engineer Location: Spring, TXType : Contract & Onsite Role Summary:The L3 Support Engineer will be responsible for providing third-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure...
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Contact Center Specialist I
2 weeks ago
Lake Spring, MO, United States CoxHealth Full timeDescription :Job Summary • The Contact Center Specialist I at CoxHealth is responsible for managing consumer interactions in a consumer focused, appropriate, and timely manner. The Contact Center Specialist I role is focused on analyzing and processing consumer requests, providing general information or direction as it relates to CoxHealth, and other...
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Contact Center Specialist
5 days ago
Spring, United States Yochana Full timeJob Title: Genesys Cloud ArchitectureLocation: RemoteMode : Contract Soft Skills requirementsExcellent communication and conversation skills (Verbal and Written)Good documentation skillsGood working knowledge of MS OFFICE (Including MS Project and Visio)Should have good customer handling skillsCertification requirements:GCP (Mandatory)ITIL Foundation...
