Role Overview
We are seeking an experienced Genesys Cloud L2 Support Engineer to provide advanced technical support for contact center platforms based on Genesys Cloud CX. The role includes handling complex incidents, performing root cause analysis, supporting production environments, and collaborating with Genesys, customers, and internal stakeholders to ensure high availability and performance of contact center solutions.
Location & Salary
Melbourne –$82,544–$87,992AUD Annual Gross (indicative and may be subject to enhancements).
Responsibilities
* Provide Level2 technical support for Genesys Cloud CX across voice and digital channels.
* Troubleshoot complex issues related to voice (SIP, telephony, call flows), ACD, IVR, routing, queues, digital channels (Chat, Email, Messaging), and workforce engagement (WFM/WEM).
* Perform root‐cause analysis (RCA) and implement permanent fixes.
* Collaborate with Genesys Support, telecom carriers, and cloud providers to resolve critical issues.
* Support production incidents and participate 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 related field.
* Over 5years of experience in support, operations, and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platforms.
Preferred Qualifications
* Certifications: Genesys Cloud Professional (GC‐GCP) and Genesys Cloud CX Architect (GCX‐ARC).
* Previous experience supporting Genesys Cloud, Nice CXone, or Amazon Connect Contact Center products.
Required Skills & Experience
* 5+ years in contact center support or engineering.
* 2+ years hands‐on experience with Genesys Cloud CX.
* Strong knowledge of SIP, VoIP, telephony concepts, call routing, IVR, flows, and queues.
* Experience with REST APIs, integrations, and incident management in enterprise production environments.
* Strong troubleshooting, analytical, and problem‐solving skills.
* 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/automation experience (Python, PowerShell, etc.); ITIL Foundation certification.
Benefits (Australia)
* Income Protection Insurance
* Paid Parental and Volunteer leaves
* Employee Assistance Program (EAP)
* Flexible working arrangements (hybrid, reviewed case‐by‐case)
* Health Insurance discount and Well‐being Program
* Access to Fitness and Gym memberships
* Salary packaging and novated leasing
Equal Opportunity 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.
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