Contact Center Support Specialist ll, Genesys
Posted: 03/30/2026
Job Number: 22292
Job Description
Overview
Under 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 Responsibilities
Under 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 Responsibilities
- Provide intermediate-level technical support for contact center applications
- Coordinate with vendors on maintenance, upgrades, modifications, and implementations with minimal supervision
- Partner with development teams and leadership to troubleshoot issues and participate in root cause analysis
- Identify and implement improvements to customer engagement platforms, including monitoring and alerting enhancements
- Develop and deploy technical solutions leveraging cloud-native technologies, chatbot platforms, and API-first architectures
- Maintain and update technical documentation using knowledge management tools
- Research, evaluate, and recommend system enhancements and emerging technologies
- Ensure adherence to organizational policies, procedures, and compliance standards
- Foster a collaborative and productive team environment
- Intermediate knowledge of CCaaS platforms and contact center technologies
- Intermediate understanding of cloud technologies, including Azure and AWS
- Familiarity with production processes and strategies in contact center environments
- Knowledge of IT governance best practices and regulatory considerations (financial services experience a plus)
- Experience working within Agile methodologies
- Understanding of QA testing practices
- Proficiency in Microsoft Office, including strong Excel skills for reporting and data analysis
- Strong interpersonal skills with the ability to work effectively across all organizational levels
- Excellent written and verbal communication skills
- Ability to manage tasks independently and meet delivery timelines
- Experience with data visualization concepts and tools
- Strong general IT proficiency
- Intermediate programming skills preferred (Python, PowerShell, SQL, APIs)
- 2–4 years of experience designing, deploying, and supporting contact center solutions required
- High School Diploma or equivalent required
- Bachelor’s degree in a related field or equivalent work experience preferred
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