Key Facts

Remote From:

Fixed term

German, English, French

Hard Skills

Internet Protocol Telephony Genesys Call Center Experience Salesforce Incident Management Change Management Customer Journey Mapping ServiceNow Telephony Problem Management Application Programming Interface (API) Wireshark Cellular Networks General Data Protection Regulation (GDPR)

Other Skills

•
Collaboration
•
Communication

Roles & Responsibilities

5+ years experience with Genesys PureCloud
Strong knowledge of IVR architecture
Experience with Salesforce CTI integration
Familiarity with ServiceNow or similar tools
Desirable: Genesys certifications

Requirements:

Provide L2/L3 support for Genesys PureCloud
Manage Incident, Problem, Change tasks
User provisioning and MACD tasks
Create and maintain Knowledge Base articles
Conduct Root Cause Analysis
Design, integrate, test IVR call flows

NextLink Group

About NextLink Group

NextLink is a global leader and the fastest growing next-generation provider of IT, BPO and digital services. We are a team of experienced IT practitioners, outstanding engineers, and innovative team members with a deep-rooted passion for automation. We strive to deliver the best possible solutions using digital technologies and targeted talent sourcing. We enable man-machine collaboration, solve complex business problems, and combine human creativity and intellect with powerful algorithms. Our Vision: To be the most reliable one-stop-shop for high quality technology services delivered within a collaborative empowerment culture. Our Values: • Customer Focus – Our customers are at the centre of everything we do. • Passion – We are passionate about delivering innovative, high quality services to our customers and our teams. • Collaboration – We work together with our customers, our partners and in our organisation to always achieve the best results. Together we are stronger. • Empowerment – We empower and enable our people to make things happen. • Flexibility – We are flexible and adaptable in our ways of thinking and working. We make the impossible possible. An Overview of our Services: TECHNOLOGY: • Enterprise Application Services • SAP • Microsoft • Salesforce • ServiceNow • Infrastructure Services • AWS • Oracle CONSULTING: • Technology Consulting • Enterprise Application Transformation Services • Mobility and Workplace Services OPERATIONS: • Targeted talent sourcing • Business Process Services DIGITAL TRANSFORMATION: • Mobility • Data Sciences & Analytics • Cloud • Internet of Things • Machine Learning Solutions • Robotics Process Automation • Artificial Intelligence • Blockchain • Digital Health Solutions

Company type: SME

Founded: 2018

Company size: 201 - 500

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Job description

Genesys PureCloud Support Engineer (Multilingual)

Location: Remote (Eindhoven, Netherlands preferred)

Languages Required: English (Mandatory), French, German (at least one additional language is required)

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.