Cloud Support Engineer

Genesys Cloud L1 Support Engineer (24×7)

Experience Required: 2+ years (Genesys Contact Center Ops)

Role Purpose

Provide frontline operational and monitoring support for Genesys Cloud, ensuring uptime, stability, and first-response incident handling.

Responsibilities

A. Monitoring & Daily Operational Tasks

• Monitor agent status, queues, and call flow performance using Genesys Cloud dashboards.
• Monitor concurrency, license usage, trunk status, and routing flows.
• Perform periodic health checks (15-min/30-min intervals) during peak time.
• Validate red/amber alerts and create incident tickets immediately.
• Monitor IVR prompts, DTMF issues, bot responses, and ensure flows are responsive.

B. User & Agent Administration

• Create, update, and disable agents, skills, divisions, and groups.
• Assign appropriate licenses, roles, and permission sets.
• Basic configuration updates (wrap-up codes, skills, group assignments).
• Reset MFA, passwords, and troubleshoot login issues.

C. Incident Management

• First-level diagnosis based on predefined SOPs.
• Assign ticket severity as per SLA (SEV1–SEV4).
• Collect preliminary logs/screenshots and escalate to L2.
• Provide real-time communication for any platform impact.

D. Shift & Support

• 24×7 rotating shifts (3 shifts).
• Participate in daily shift handover with complete incident summary.
• Follow standard runbooks, SOPs, and escalation matrix.

Required Technical Skills

• Basic understanding of Cloud Contact Center systems.
• Familiarity with Genesys Cloud admin UI.
• Understanding of SIP basics, softphone setup, network basics.
• Strong communication & support skills.