Genesys Senior Consultant Infosys Limited – City of MelbourneAbout Us 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. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI‐powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always‐on learning agenda drives continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem. Recognized as the #1 Top Employer in Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‐first organization, we empower our people to work on next‐generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.Role Description We're looking for a Senior Consultant – Genesys Cloud Contact Center to join our team. We are seeking an experienced Genesys Cloud L3 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.Location Melbourne, AustraliaSalary 108,571–119,893 AUD Annual Gross (indicative; may be subject to enhancements based on internal processes)Flexible Working Arrangements Hybrid; reviewed case‐by‐case. Feel free to connect with your recruiter to learn more about how this works in practice.Roles and ResponsibilitiesProvide Level 3 technical support for Genesys Cloud CX across voice and digital channelsTroubleshoot 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 fixesWork closely with Genesys Support, telecom carriers, and cloud providers to resolve critical issuesSupport production incidents, including participation in on‐call / after‐hours support as requiredAssist with platform upgrades, configuration changes, and new feature enablementReview logs, traces, and analytics to diagnose system and performance issuesProvide guidance and mentoring to L1/L2 support teamsEnsure adherence to SLA, ITIL, and incident/problem/change management processesCreate and maintain technical documentation, SOPs, and knowledge base articlesCollaborate with project, engineering, and operations teams during deployments and transitionsEssential QualificationsBachelor's or master's degree in computer science, Information Technology, or a related fieldOver 7 years of experience in support, operations and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platformsPreferredCertifications:Genesys Cloud: Professional Certification (GC‐GCP)Genesys Cloud CX: Architect Certification (GCX‐ARC) preferredExperience supporting Genesys Cloud, Nice CXone, Amazon Connect Contact Center productsRequired Skills & Experience Mandatory:5+ years of experience in Contact Center support or engineering3+ 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)Good to Have:Experience 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)Health Insurance Discount and Well‐being ProgramAccess to Fitness and Gym MembershipsSalary packaging and novated leasingEEO Statement 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.#J-18808-Ljbffr