About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation, leveraging over four decades of experience to deliver AI-powered solutions and agile digital at scale.
Senior Associate Consultant – Genesys Cloud Contact Center
Location: Melbourne
Salary: 82,544‐87,992 AUD Annual Gross
Flexible working arrangements available on a hybrid basis, reviewed case-by-case.
Roles and Responsibilities
* Provide Level 2 technical support for Genesys Cloud CX across voice and digital channels
* Troubleshoot complex issues related to:
o Voice (SIP, telephony, call flows)
o ACD, IVR, routing, queues
o Digital channels (Chat, Email, Messaging)
o 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 new feature enablement
* Review logs, traces, and analytics to diagnose system and performance issues
* Provide guidance and mentoring to new 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
Essential 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
Preferred Qualifications
* Certifications:
o Genesys Cloud: Professional Certification (GC-GCP)
o Genesys Cloud CX: Architect Certification (GCX-ARC) preferred
* Previous experience supporting Genesys Cloud, Nice CXone, Amazon Connect Contact Center products
Required Skills & Experience
Mandatory:
* 5+ years of experience in Contact Center support or engineering
* 2+ years hands‐on experience with Genesys Cloud CX
* Strong knowledge of:
o SIP, VoIP, telephony concepts
o Call routing, IVR, flows, and queues
o REST APIs and integrations
o Experience with incident management in enterprise production environments
o Strong troubleshooting and analytical skills
o Experience working with cloud platforms (AWS preferred)
Good to Have:
* Experience with Genesys Architect, Admin, Analytics, WFM/WEM
* Knowledge of telecom carriers and PSTN integrations in Australia
* Scripting or automation experience (Python, PowerShell, etc.)
* ITIL Foundation certification
Benefits
* Income Protection Insurance
* Paid Parental and Volunteer leaves
* Employee Assistance Program (EAP)
* Flexible working arrangements (hybrid, reviewed case-by-case basis)
* Health Insurance Discount and Well-being Program
* Access to Fitness and Gym Memberships
* Salary packaging and novated leasing
All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
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