About 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 Employerin 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, Australia
Salary 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 Responsibilities
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, queues
Digital 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
Essential Qualifications
Bachelor’s or master’s degree in computer science, Information Technology, or a related field
Over 7 years of experience in support, operations and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platforms
Preferred
Certifications:
Genesys Cloud: Professional Certification (GC‑GCP)
Genesys Cloud CX: Architect Certification (GCX‑ARC) preferred
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
3+ years hands‑on experience with Genesys Cloud CX
Strong knowledge of:
SIP, VoIP, telephony concepts
Call routing, IVR, flows, and queues
REST APIs and integrations
Experience with incident management in enterprise production environments
Strong troubleshooting and analytical 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 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)
Health Insurance Discount and Well‑being Program
Access to Fitness and Gym Memberships
Salary packaging and novated leasing
EEO 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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