Genesys Cloud Support Engineer

Fidelity Canada•Toronto, ON

6d•Hybrid

About The Position

Fidelity Canada’s Telecom department operates within a global framework while maintaining a specialized, locally focused presence. As a relatively small but integral part of the organization, we adhere to global standards while delivering outstanding, high touch support. Reporting through Infrastructure Canada up to the Chairman of Canada, our team is responsible for all aspects of telecommunications, encompassing data networks, voice communications, and audio-visual services. We ensure seamless connectivity and support, aligning with both local and global operational requirements. As a Genesys Cloud Support Engineer, you will design, support, and optimize cloud-based contact center solutions, leveraging Genesys Cloud capabilities across routing, IVR, workforce management, analytics, and AI-driven features. You will collaborate closely with development and engineering teams to resolve complex technical challenges and ensure seamless integration with enterprise systems and communication platforms.

Requirements

Minimum 5+ years of proven experience with Genesys Cloud or similar contact center technologies.
Completion of a post-secondary education in an IT related program and/or equivalent industry experience
Strong experience in Genesys routing, IVR, Call flows, Scripting, Analytics, API and integrating Genesys Cloud across enterprise systems.
Strong technical troubleshooting and problem-solving skills.
Excellent communication skills, both written and verbal.
The ability to collaborate effectively with team members and other departments.
A proactive and determined approach to providing world-class customer support.
Experience crafting and maintaining support documentation.
The ability to conduct training sessions and explain technical concepts clearly to users.
A dedication to staying updated on the latest industry trends and technologies.
Current work authorization for Canada is required for all openings.

Responsibilities

Develop solution architectures and ensure seamless integration with existing enterprise systems and communication platforms
Providing technical support to users of the Genesys Cloud platform.
Assisting users with troubleshooting technical issues related to the Genesys Cloud software, including call routing, IVR, and other contact center features.
Providing mentorship on setting up and configuring Genesys Cloud accounts, contact center routing strategies, and integrations with other systems.
Resolving user inquiries and concerns via email, chat, or phone support in a timely and professional manner.
Collaborating with the development team to raise and resolve complex technical issues, ensuring outstanding service delivery.
Crafting and maintaining support documentation and knowledge base articles for Genesys Cloud users.
Leading training sessions for users on how to effectively apply Genesys Cloud's features and optimize their contact center operations.
Staying updated on new Genesys Cloud features and updates to provide accurate and current support.

Benefits

Flexible working arrangements
Competitive total compensation
Company contributions to your group RRSP without a matching requirement from you
Comprehensive health benefits that start on your first day, with 100% employer-paid premiums
Up to $5000 annually for mental health services and therapy
Parental leave top-up to 100% of your salary for a period of 25 weeks
Up to $650 for home office equipment
Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
Diversity and inclusion programs
Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation