About InfosysInfosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation and provide an AI-powered core to prioritize change. We empower businesses with agile digital at scale to deliver exceptional performance and customer satisfaction. Our learning agenda drives continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem. Infosys is recognized as aTop Employer in Australia for the second year in a row, and we foster a culture rooted in care, inclusion, and excellence.Role Description We're looking for a Lead Consultant – Genesys Cloud Contact Center to join our team. We are seeking an experienced Genesys Cloud Lead 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.Location Melbourne/Sydney, AustraliaSalary 129311-142018 AUD Annual Gross. Please note: the above salary range is indicative and may be subject to suitable enhancements based on internal company processes.Flexible Working Flexible working arrangements (hybrid, reviewed case-by-case basis).Roles And ResponsibilitiesLead the team, observe the SLA and KPIs.Lead and resolve complete production down situations within SLA.Ensure patching activities follow approved change windows and rollback procedures.Take ownership of the Change Management process, including creation, first-level approval, and review of Change Management Plans for Genesys Cloud solutions, including PVT.Document changes, call flows, applications, and operational procedures.Provide KT to team members.Prepare KB articles.Provide Level 3 technical support for Genesys Cloud CX across voice and digital channels.Troubleshoot complex issues related to:Voice (SIP, telephony, call flows)ACD, IVR, routing, queuesDigital channels (Chat, Email, Messaging)Workforce Engagement (WFM/WEM)Perform 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 new feature enablement.Review logs, traces, and analytics to diagnose system and performance issues.Provide guidance and mentoring to L1/L2 support teams.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.Experience and skills in designing and developing Agent Copilot (Agent Assist) solutions using Genesys Cloud CX.Build, develop, configure, and troubleshoot Genesys Cloud AI solutions.Strong experience and knowledge of Salesforce and ServiceNow (SNOW) integrations, including customizations and enhancements.EssentialBachelor's or master's degree in computer science, Information Technology, or a related fieldOver 9 years of experience in Support, operations and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platforms.PreferredCertifications:Genesys Cloud: Professional Certification (GC-GCP)Genesys Cloud CX: Architect Certification (GCX-ARC) preferredExperience: Previous experience supporting Genesys Cloud, Nice CXone, Amazon Connect Contact Center products.Mandatory Required Skills & Experience7+ years of experience in Contact Center support or engineering5+ years hands-on experience with Genesys Cloud CXStrong knowledge of SIP, VoIP, telephony conceptsCall routing, IVR, flows, and queuesREST APIs and integrationsExperience with incident management in enterprise production environmentsStrong troubleshooting and analytical skillsExperience working with cloud platforms (AWS preferred)Nice to HaveExperience with Genesys Architect, Admin, Analytics, WFM/WEMKnowledge of telecom carriers and PSTN integrations in AustraliaScripting or automation experience (Python, PowerShell, etc.)ITIL Foundation certificationBenefitsIncome Protection InsurancePaid Parental and Volunteer leavesEmployee Assistance Program (EAP)Flexible working arrangements (hybrid, reviewed case-by-case basis)Health Insurance Discount and Well-being ProgramAccess to Fitness and Gym MembershipsSalary packaging and novated leasingOur recruitment and selection process is designed to create the best match for both you and Infosys. It may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to transparent, respectful, and engaging experiences at every step.If you are a person with disability, illness, or injury and require adjustments to the recruitment process, please contact our Recruitment team at Infy_REC_Helpdesk@infosys.com or call 1-866-472-0935. You may also indicate your preferred method of communication in email, and someone will be in touch.Infosys does not accept unsolicited resumes from third-party vendors. All recruitment activity is coordinated through the Talent Acquisition department. All aspects of employment at Infosys are based on merit, competence, and performance. Infosys is an equal opportunity employer.#J-18808-Ljbffr