Voice Network Engineer

Position Title:

L3 Support Engineer – Genesys Contact Center Platform

Department:

IT / Contact Center Operations

Role Summary:

The L3 Support Engineer will be responsible for providing third-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 L3 support for Genesys Contact Center components including routing, reporting, and voice infrastructure.
• - Lead resolution of complex and escalated issues from L2 support.
• - Perform advanced troubleshooting and system diagnostics.
• - Collaborate with engineering and development teams for bug fixes and enhancements.
• - Provide technical guidance and mentorship to L2 support engineers.
• - Participate in architecture reviews and platform optimization initiatives.
• 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 escalate 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.
• Ensure compliance with SLAs and internal quality standards.

Required Skills & Experience:

• Minimum 7 years of experience in Genesys Contact Center support.
• - Minimum 5 years of experience in Genesys Contact Center support.
• - Proven expertise in debugging and resolving complex platform issues.
• - Experience in performance tuning and capacity planning.
• Strong understanding of Genesys architecture and components.
• Experience with Genesys Engage or Genesys Cloud platforms.
• Familiarity with SIP, VoIP, and telephony protocols.
• Proficiency in troubleshooting tools and techniques.
• Knowledge of ITIL processes and incident management.
• Excellent communication and documentation skills.

Preferred Qualifications:

• Genesys certifications (e.g., GCP, GCA).
• Experience with CRM, IVR, CTI integrations.
• Scripting knowledge (e.g., Routing Strategy, JavaScript).
• Exposure to cloud platforms (AWS, Azure).

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.