Genesys Support Engineer

Connex Telecommunications Inc.•Richmond Hill, ON

3d•Hybrid

About The Position

We are seeking a Genesys CloudCX Consultant to act as the operational owner of CCaaS and Conversational AI platforms. In this role, you will bridge the gap between contact centre operations and technology by managing day-to-day platform performance, resolving issues, and optimizing routing strategies. You will also support low-to-medium complexity configuration tasks, enable self-service capabilities for business teams, and contribute to ongoing improvement of customer experience through automation and intelligent routing.

Requirements

3+ years of hands-on experience with Genesys Cloud (flows, queues, routing, schedules).
Strong understanding of contact centre operations and agent workflows.
Proven ability to troubleshoot telephony, routing, and agent-facing tools.
Ability to differentiate between systemic and user-specific issues.
Strong capability to translate operational problems into structured technical requirements.
Experience working closely with engineering or technical teams.
Excellent communication skills with ability to engage both frontline staff and technical stakeholders.
Strong collaboration and problem-solving mindset.

Nice To Haves

Genesys Cloud certification.
Experience with Conversational AI or chatbot platforms (e.g., Decagon, Google CCAI, Amazon Lex).
Background in financial services or regulated environments.
Familiarity with workforce management concepts (scheduling, adherence).
Experience creating runbooks, SOPs, or enablement content for non-technical users.

Responsibilities

Serve as the primary point of contact for contact centre leadership on platform-related issues.
Triage and resolve day-to-day concerns across Genesys Cloud and Conversational AI platforms.
Distinguish between system-wide incidents and isolated agent/call-level issues (e.g., dropped calls, routing anomalies, audio quality issues).
Own the end-to-end routing and agent optimization strategy.
Translate operational requirements into clear, structured technical requirements for engineering teams.
Continuously improve queue configurations, call flows, and overall customer journey efficiency.
Execute low-to-medium complexity Genesys Cloud configuration changes (flows, queues, schedules, user set up).
Act as a backup resource when engineering support is unavailable.
Support Conversational AI platforms (e.g., Decagon) by configuring and troubleshooting chatbot interactions.
Drive self-service adoption across contact centre teams.
Coach teams on managing in-queue messaging, business hours configuration, and call recording retrieval.
Empower non-technical users through training and guidance.
Maintain clear and comprehensive documentation, including runbooks, SOPs, and self-service guides.
Ensure knowledge sharing across teams to improve operational efficiency and reduce dependency on technical teams.