Junior Genesys Cloud CX Architect

Providing Level 1 and 2 support for Genesys Cloud CX users and services.

Troubleshooting issues across agents, queues, call routing, telephony, user access, and reporting.

Monitoring incidents, alerts, and service requests to ensure timely resolution.

Managing user administration, licensing, permissions, and contact centre configuration.

Supporting platform upgrades, enhancements, testing, and software deployments.

Assisting with IVR and Architect flow maintenance under senior guidance.

Contributing to incident investigations, root cause analysis, and service improvements.

Maintaining technical documentation, procedures, and knowledge articles.

Collaborating with internal teams, stakeholders, vendors, and support partners.

Participating in on-call and after-hours support when required.

Basic knowledge of Genesys Cloud CX or contact centre technologies.

Understanding of contact centre operations and customer service environments.

Familiarity with telephony, call routing, and queue management concepts.

Experience with incident and service request management.

Strong troubleshooting and problem-solving skills.

Ability to follow documented procedures and technical guidance.

Strong communication and stakeholder engagement skills.

A genuine desire to learn cloud, telephony, and contact centre technologies.

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