[Remote] Genesys Cloud Support Engineer

Note: The job is a remote job and is open to candidates in USA. Dice is a company seeking a Genesys Cloud Support Engineer to manage and resolve support tickets while troubleshooting various issues related to Genesys Cloud CX. The role involves monitoring platform performance, performing configuration updates, and coordinating with vendors and internal teams for issue resolution.ResponsibilitiesManage and resolve L1/L2 support tickets within defined SLAsTroubleshoot Genesys Cloud CX issues related to routing, queues, IVR, Architect flows, integrations, and user accessMonitor platform performance and proactively identify operational issuesPerform configuration updates, user administration, and routine maintenance activitiesSupport incident, problem, and change management processesCoordinate with vendors and internal teams for issue escalation and resolutionMaintain support documentation, knowledge articles, and operational proceduresAssist with deployments, testing, and production releasesSkillsHands-on experience with Genesys Cloud CX administration and supportUnderstanding of Architect, ACD routing, queues, users, roles, and permissionsExperience troubleshooting voice, digital, and integration-related issuesKnowledge of APIs, web services, and cloud-based contact center platformsFamiliarity with ITIL processes, ticketing systems, and SLA managementStrong analytical, communication, and problem-solving skills2 5 years of Genesys Cloud CX support, administration, or contact center operationsGenesys Cloud certificationsExperience with DevOps, monitoring tools, CI/CD, or cloud platformsKnowledge of JavaScript, REST APIs, and contact center integrationsCompany OverviewDice is a job-searching platform for technology professionals. It is a sub-organization of DHI Group. It was founded in 1990, and is headquartered in Santa Clara, California, USA, with a workforce of 201-500 employees. Its website is http://www.dice.com.Company H1B SponsorshipDice has a track record of offering H1B sponsorships, with 2 in 2022, 4 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.