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, Australia
Salary: 129,311 – 142,018 AUD Annual Gross
Flexible working arrangements: Hybrid, reviewed case‑by‑case basis. Feel free to connect with your recruiter to learn more about how this works in practice.
Roles and Responsibilities
* Lead 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:
o Voice (SIP, telephony, call flows)
o ACD, IVR, routing, queues
o Digital channels (Chat, Email, Messaging)
o 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.
Essential
* Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
* Over 9 years of experience in Support, operations and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platforms.
Preferred
* Certifications:
o Genesys Cloud: Professional Certification (GC-GCP)
o Genesys Cloud CX: Architect Certification (GCX-ARC) preferred.
* Experience: Previous experience supporting Genesys Cloud, Nice CXone, Amazon Connect Contact Center products.
Required Skills & Experience
* 7+ years of experience in Contact Center support or engineering.
* 5+ 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.
* Experience with incident management in enterprise production environments.
* Strong troubleshooting and analytical skills.
* Experience working with cloud platforms (AWS preferred).
* 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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