Genesys Contact Center Associate

Responsibilities

• Provide Level 1 and Level 2 support for the Genesys Contact Center environment.
• Support onboarding and offboarding of contact center agents and supervisors, including user provisioning and configuration.
• Troubleshoot Genesys-related issues involving agent logins, call routing, softphones, headsets, and desktop applications.
• Serve as the primary point of contact for contact center users experiencing IT issues, including laptops, peripherals, connectivity, Microsoft 365, and other end-user technologies.
• Cook up with infrastructure, networking, and Genesys engineering teams to resolve complex technical issues.
• Maintain monitoring, troubleshooting, and resolving incidents and service requests through the ServiceNow ticketing system.
• Participate in Genesys team meetings and communicate key updates to local IT stakeholders.
• Create and maintain technical documentation, knowledge articles, and user guides.
• Aid with user training and adoption of contact center technologies.
• Deliver exceptional customer service while managing multiple priorities in a fast-paced support environment.

Requirements

• 3+ years of IT support, desktop support, service desk, or end-user support experience.
• Experience supporting Genesys Cloud (PureCloud) or Genesys Engage environments.
• Experience supporting contact center agents and supervisors.
• Strong troubleshooting skills across Windows 10/11, Microsoft 365, laptops, peripherals, networking, VPN, and connectivity issues.
• Experience using ServiceNow or a similar ITSM platform.
• Excellent verbal and written communication skills.
• Strong customer service orientation and the ability to work effectively with both technical and non-technical users.
• Ability to work onsite in Tucson, AZ, Monday through Friday.

Qualifications

• Genesys Certification.
• Cisco Unified Communications or Cisco Telephony experience.
• Understanding of SIP telephony and contact center infrastructure.
• Experience supporting CTI integrations and contact center technologies.
• Experience working in a pharmaceutical or other regulated environment.