Genesys PureCloud Support Engineer (Multilingual)

Genesys PureCloud Support Engineer (Multilingual)

Job Overview:

We are seeking an experienced Genesys PureCloud Support Engineer to provide comprehensive support and system administration for a large-scale contact center environment. The ideal candidate will possess strong technical knowledge of Genesys PureCloud architecture, call flow design, and integration experience with CRM systems (Salesforce preferred). The role includes incident, problem, and change task management, along with hands-on configuration and optimization of IVR systems, SIP trunks, user profiles, and call routing logic.

Key Responsibilities:

• Provide L2/L3 support for Genesys PureCloud contact center platform in English and at least one of: French or German.
  

• Manage and resolve Incident, Problem, Change, and Service Tasks in accordance with SLAs.
  

• Provide administration support: user provisioning, MACD (Move, Add, Change, Delete) tasks, DID management.
  

• Handle inbound and outbound queue setup, call flow issues, schedule and routing changes.
  

• Create and maintain Knowledge Base articles to support recurring incidents and share best practices.
  

• Act as a liaison and coordinate with vendors and service providers.
  

• Conduct Root Cause Analysis and recommend preventative actions.
  

• Design, integrate, test and troubleshoot IVR call flows (complex and simple).
  

• Perform Genesys CRM CTI integration setup and troubleshooting (especially Salesforce).
  

• Build and debug IVR scripts, APIs, and data action integrations.
  

• Support SIP trunk setup, monitoring, edge log analysis and troubleshooting (SBC to Edge).
  

• Migrate call flows from Cisco to Genesys, including BYOC setup.
  

• Manage and optimize Outbound campaign dialing and associated flows.
  

• Collaborate with business teams to meet evolving requirements and enhance user experience.

Required Skills & Experience:

• 5+ years of experience supporting and managing Genesys PureCloud (Genesys Cloud CX).
  

• Strong knowledge of IVR architecture, call flow design, SIP Trunking, and telephony systems.
  

• Hands-on experience with Salesforce CTI integration and APIs.
  

• Experience with incident/problem/change management tools like ServiceNow or similar.
  

• Strong communication and collaboration skills in English and one of: French, German.
  

• Ability to independently handle complex configurations and multi-tenant environments.
  

• Experience in customer journey optimization and improving end-user experience.

Desirable Qualifications:

• Genesys certifications (e.g., Genesys Cloud CX Certified Professional)
  

• Experience with Cisco to Genesys migrations.
  

• Understanding of GDPR and data privacy as it applies to contact center operations in the EU.
  

• Familiarity with SIP signaling protocols, Wireshark, and log capture/analysis tools.