**Requirements and responsibilities** **Job Summary** We are seeking an experienced Senior Genesys Engineer to support the deployment, optimization, and ongoing operation of contact center technology solutions. The ideal candidate will play a key role in the installation, configuration, maintenance, and support of Genesys platforms, ensuring high performance and reliability across environments. #### **Duties** * Install, configure, and integrate Genesys contact center technology components. * Provide ongoing maintenance, technical support, and on\-call troubleshooting services. * Investigate and resolve voice quality issues and data loss across network infrastructure. * Deliver responsive support for critical incidents and execute customer\-requested changes. * Generate and customize reports based on specific operational and business needs. * Configure Genesys reports to align with customer objectives. * Participate in requirements\-gathering sessions and convert business needs into technical specifications. * Assist in creating technical documentation including Statements of Work (SoW), Design Documents, and As\-Built documentation. * Open and manage support tickets with Genesys, ensuring clear documentation and issue tracking. #### **Technical Requirements** * 5\+ years of experience as a Genesys Engineer, preferably with Genesys Cloud and Pure Connect platforms. * Strong understanding of contact center infrastructure, voice technologies, and network fundamentals. * Experience using troubleshooting tools for diagnosing voice/data network issues. * Proficiency in customizing reports and creating technical documentation. * Experience in translating customer requirements into detailed technical specifications. * Familiarity with managing technical escalations and support tickets with vendors. * Bachelor’s degree in Computer Science, Information Technology, or a related field. **Preferred:** * Genesys Cloud Certified Professional. * Networking or voice certifications (e.g., CCNA, CCNP Voice). * Working knowledge of cloud environments such as AWS or Azure. #### **Non\-Technical Requirements** * Strong problem\-solving skills with a customer\-focused approach. * Excellent written and verbal communication skills. * Proven ability to collaborate with cross\-functional teams and external stakeholders. * Detail\-oriented and capable of producing accurate, high\-quality documentation.