Genesys Support Engineer

Role Overview: We are seeking an experienced Genesys PureCloud Support Engineer to provide multi-lingual technical and functional support for a contact center environment. The ideal candidate will have a strong background in Genesys Cloud (PureCloud) administration, IVR call flow design, integration, and troubleshooting. This is a fully remote role, but candidates must be based in the Netherlands and fluent in English along with French and/or German. Key Responsibilities: Provide L2/L3 support for Genesys PureCloud (Inbound/Outbound call flows, user management, queues, etc.). Monitor, manage, and resolve incidents, service requests, change tasks, and problem tickets. Support inbound call queue configurations and troubleshoot calling issues. Perform Move, Add, Change, Delete (MACD) operations across users, queues, skills, and schedules. Coordinate with vendors and service providers for complex issue resolution. Create and maintain Knowledge Base Articles (KBAs) as needed. Perform root cause analysis (RCA) and recommend/prevent recurring issues through proactive problem management. Support the development, testing, and deployment of service requests and configuration tasks. Modify or create non-complex queues and perform ad-hoc minor updates as required. Manage DID number additions/removals . Design and configure IVR call flows , including merging, routing, termination, and inter-routing. Lead the migration of IVR call flows from Cisco to Genesys , including BYOC setup. Support CRM CTI Integration (e.g., Salesforce) and perform related troubleshooting. Configure and debug IVR scripts and APIs , including data actions and data table integration. Manage SIP Trunk integration from Edge to SBC, including logs analysis and edge troubleshooting. Set up and troubleshoot outbound campaign dialing flows . Ensure seamless end-user experience and proactively manage user satisfaction across a large customer base. Required Skills & Qualifications: Proven experience with Genesys PureCloud (Cloud CX) platform. Experience designing, scripting, and debugging complex IVR call flows. Strong knowledge of call routing , queue management , and schedule configuration . Hands-on experience with CRM CTI integration , preferably Salesforce. Understanding of SIP Trunking , SBCs, and voice infrastructure troubleshooting. Experience with API-based integration and IVR script logic . Excellent root cause analysis and problem-solving skills. Strong communication skills and fluency in English (mandatory). Ability to work independently in a fully remote setup and coordinate across international teams. Nice to Have: Experience with Cisco to Genesys migration Knowledge of BYOC (Bring Your Own Carrier) setup Prior experience in large-scale enterprise contact center support Familiarity with Salesforce and other CRM integrations If you’re a detail-oriented Genesys specialist who thrives in a customer-centric, multilingual environment, we encourage you to apply.

Location: Veldhoven, NL

Posted Date: 6/19/2025