Junior Genesys Cloud CX Architect
Unisys · Canberra, ACT, Australia ·
- Seniority
- Junior
- Category
- Architecture
- Company size
- 1000+
The Junior Genesys Cloud CX Architect provides Level 1 and 2 support for contact centre services, including telephony, call routing, and IVR maintenance. Working under senior engineers, the role involves troubleshooting, user administration, and platform enhancements for Genesys Cloud CX.
What success looks like in this role:
- 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.
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