Genesys Cloud Support Engineer
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Key skills for this role
About the Role
Binghatti seeks a Genesys Cloud Support Engineer to provide L1/L2 support, troubleshoot voice/routing/IVR issues, and maintain platform performance. Requires 3-5 years of Genesys Cloud CX experience and knowledge of SIP/VoIP.
Key Skills for This Role
Responsibilities
- Provide L1/L2 support for Genesys Cloud CX platform
- Troubleshoot issues related to voice, routing, queues, IVR, and user administration
- Monitor platform performance and resolve incidents within SLAs
- Support Genesys Architect flows, call routing, and reporting
- Assist with SIP trunk and telephony troubleshooting
- Coordinate with telecom, infrastructure, and business teams for issue resolution
- Maintain support documentation and operational procedures
Requirements
- 3 5 years of experience in Genesys Cloud CX support/administration
- Good understanding of ACD, IVR, call routing, and omnichannel services
- Basic knowledge of SIP, VoIP, and contact center telephony
- Experience supporting integrations with CRM platforms is an advantage
- Familiarity with AudioCodes, Cisco CUCM, or CUBE is preferred
- Genesys Cloud: 3 years (Required)
- Contact Center: 3 years (Required)
Full Job Posting
About Binghatti
- Binghatti is one of the UAE’s most dynamic and fast growing property brands, headquartered in Dubai.
- We are known for bold architecture, visionary design, and partnerships with global luxury icons such as Bugatti, Mercedes Benz, and Jacob & Co.
- With a portfolio exceeding AED 15 billion across Dubai’s most prestigious developments, Binghatti continues to transform the city’s skyline and set new standards for innovation and excellence in real estate.
Role Overview
- We are seeking a motivated and technically skilled Genesys Cloud Support Engineer to support the administration, monitoring, troubleshooting, and optimization of our Genesys Cloud Contact Center platform.
- The ideal candidate will work closely with senior engineers, solution architects, telecom teams, and business stakeholders to ensure high availability and efficient operation of the contact center environment.
Key Responsibilities
- Provide L1/L2 support for Genesys Cloud CX platform.
- Troubleshoot issues related to voice, routing, queues, IVR, and user administration.
- Monitor platform performance and resolve incidents within SLAs.
- Support Genesys Architect flows, call routing, and reporting.
- Assist with SIP trunk and telephony troubleshooting.
- Coordinate with telecom, infrastructure, and business teams for issue resolution.
- Maintain support documentation and operational procedures.
Requirements
- 3 5 years of experience in Genesys Cloud CX support/administration.
- Good understanding of ACD, IVR, call routing, and omnichannel services.
- Basic knowledge of SIP, VoIP, and contact center telephony.
- Experience supporting integrations with CRM platforms is an advantage.
- Familiarity with AudioCodes, Cisco CUCM, or CUBE is preferred.
- Strong troubleshooting, communication, and analytical skills.
Preferred Certifications
- Genesys Cloud CX Certification
- ITIL Foundation
- Cisco CCNA (preferred)
Why Join Binghatti?
- At Binghatti, we do not just build properties we build legacies.
- You will join a team driven by ambition, creativity, and excellence, where ideas move fast and every project makes a statement.
- Here, you will work alongside some of the brightest minds in real estate, contributing to iconic developments that define Dubai’s future.
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