Senior Software Support Engineer

Job Summary

A company is looking for a Senior Software Support Engineer to provide technical support and maintain contact center operations in a remote setting.

Key Responsibilities

• Provide support for P1 and P2 issues and manage outages
• Collaborate with L2 resources for Root Cause Analysis (RCA) and mentor L1 and L2 teams
• Monitor system changes, assess impacts, and recommend upgrades for telephony products

Required Qualifications

• Undergraduate degree or equivalent experience
• 5+ years of IT experience with production support skills
• 5+ years of experience with Genesys Engage
• 2+ years of experience with Cloud CX/Amazon Connect
• Experience with digital channels like Chat and Callback (GMS)