Contact center Support engineer

Motion Recruitment has partnered with a financial client and seeking a Contact center support Engineer for a Contract to hire role.

About the Role

The Contact Center Engineer III is an advanced technical role focused on Genesys contact center solutions. This position designs, deploys, and supports Genesys systems, collaborating with business units, technical teams, and vendors to ensure high-quality customer engagement and operational efficiency.

Candidates MUST be willing to work without requiring sponsorship now or in the future

Prefer candidates local to Dallas, TX as the final round will be onsite.

Responsibilities

• Design, implement, and optimize Genesys contact center applications, including cloud-native solutions and integrations.
• Conduct proof-of-concepts and recommend enhancements to improve customer engagement and system performance.
• Troubleshoot complex technical issues and perform root cause analysis.
• Coordinate with vendors for upgrades, maintenance, and implementations.
• Maintain technical documentation and provide mentorship to junior engineers.
• Support Agile and DevOps practices, ensuring compliance with security and regulatory standards.

Qualifications

• Required: High School Diploma or equivalent
• Preferred: Bachelor’s Degree or equivalent experience

Required Skills

• 4–6 years of hands-on experience with Genesys (cloud and on-prem).
• Expertise in call center design, integrations, and operational best practices.
• Familiarity with other CCaaS platforms (Avaya, AWS, Cisco) is a plus.
• Strong analytical, problem-solving, and communication skills.
• Proactive, solutions-driven, and able to work effectively in a team.

Preferred Skills

• Experience with additional contact center technologies.
• Knowledge of industry trends and best practices.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.