What success looks like in this role:
We're looking for a Junior Genesys Cloud CX Architect to support mission-critical contact centre services, providing Level 1 and 2 support across Genesys Cloud CX, telephony, call routing, IVRs, user administration, and platform enhancements. Working alongside senior engineers, you'll resolve incidents, support upgrades and changes, maintain service performance, and contribute to the ongoing improvement of critical customer environments
- 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.
You will be successful in this role if you have:
- 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.
If you're looking to take the next step in your technology career and grow your expertise in Genesys Cloud and contact centre solutions, we'd love to hear from you. Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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