Contact Center Support Specialist ll, Genesys

Job DescriptionOverviewUnder general direction, the Contact Center Support Engineer II is a mid-level technical role responsible for maintaining, supporting, and enhancing contact center systems across both on-premises and cloud-based environments.This position collaborates with cross-functional technical teams, business stakeholders, and digital teams to support system modifications, troubleshooting, and issue resolution within cloud-based application platforms. The engineer works directly with technical teams and end users to identify and resolve system or application issues.The role may involve interaction with leadership, internal teams, and third-party vendors.Key ResponsibilitiesProvide intermediate-level technical support for contact center applicationsCoordinate with vendors on maintenance, upgrades, modifications, and implementations with minimal supervisionPartner with development teams and leadership to troubleshoot issues and participate in root cause analysisIdentify and implement improvements to customer engagement platforms, including monitoring and alerting enhancementsDevelop and deploy technical solutions leveraging cloud-native technologies, chatbot platforms, and API-first architecturesMaintain and update technical documentation using knowledge management toolsResearch, evaluate, and recommend system enhancements and emerging technologiesEnsure adherence to organizational policies, procedures, and compliance standardsFoster a collaborative and productive team environmentQualifications & SkillsIntermediate knowledge of CCaaS platforms and contact center technologiesIntermediate understanding of cloud technologies, including Azure and AWSFamiliarity with production processes and strategies in contact center environmentsKnowledge of IT governance best practices and regulatory considerations (financial services experience a plus)Experience working within Agile methodologiesUnderstanding of QA testing practicesProficiency in Microsoft Office, including strong Excel skills for reporting and data analysisStrong interpersonal skills with the ability to work effectively across all organizational levelsExcellent written and verbal communication skillsAbility to manage tasks independently and meet delivery timelinesExperience with data visualization concepts and toolsStrong general IT proficiencyIntermediate programming skills preferred (Python, PowerShell, SQL, APIs)Education & Experience2-4 years of experience designing, deploying, and supporting contact center solutions requiredHigh School Diploma or equivalent requiredBachelor's degree in a related field or equivalent work experience preferred