L2 Support Engineer

Role Summary

The L2 Support Engineer will be responsible for providing second-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure optimal performance and availability of the contact center systems.

Key Responsibilities

• Provide L2 support for Genesys Contact Center components including routing, reporting, and voice infrastructure.
• Monitor system health and proactively identify and resolve issues.
• Troubleshoot incidents related to Genesys Engage/Cloud, SIP Server, GVP, Workspace, and other modules.
• Collaborate with L1 support and elevate unresolved issues to L3 or vendor support.
• Perform root cause analysis and implement preventive measures.
• Document incidents, resolutions, and standard operating procedures.
• Participate in change management and deployment activities...