Principal Genesys Cloud Support Engineer

Location: Remote anywhere in UK or Remote/Hybrid anywhere in Ireland.

About DigitalWell:

We are a market leading provider of enterprise communications, consultancy, and technology transformation services. We empower our clients and their teams to embrace the power of digital to unlock best-in-class customer and employee experiences, driving growth.

DigitalWell deploy solutions that are largely systems of differentiation, from Contact Centre as a Service (CCaaS), network infrastructures & connectivity, cyber security to telephony, servicing global enterprises, SMEs and public sector organisations. We enable an adaptive, flexible delivery model with native capabilities across the pillars of great customer service.

We have evolved and grown significantly over the years, ranking 12th in Deloitte’s fastest growing technology companies and announced as one of Ireland’s Best Managed Companies 2021. Currently, we serve over 3,000 clients globally and employ over 100 dedicated experts and specialists throughout Europe.

Our purpose is to continually innovate so that we can help people communicate; making businesses better and customer’s lives easier. DigitalWell’s instinct is always to look for “what’s next” and identify how something can be improved. Although we focus on delivering a consistently great service we never stand still; trying new things and innovating is at the heart of what makes our business valued by clients.

Role Summary:

We are seeking a highly skilled and experienced Level 3 Genesys Cloud Support Engineer to join our dynamic team. The ideal candidate will be responsible for providing advanced technical support for Genesys Cloud solutions, with a strong focus on troubleshooting, IVR design, inbound and outbound call flows and overall contact center operations.

At DigitalWell, we value expertise, experience, innovation and collaboration. We are a diverse organisation and are looking for bright, passionate and committed professionals who strive to be the best at what they do.

Some Responsibilities will include:

• Diagnose and resolve advanced issues involving IVR scripts, call routing.
• Troubleshoot Inbound and Outbound Call Flows using Genesys Architect.
• Act as escalation path to L1/L2 support Engineers to provide guidance and mentorship.
• Participate in on-call rota.
• Work closely with cross-functional teams including network, telephony, and application support.
• Monitor system performance and proactively identify potential issues.
• Perform root cause analysis and implement long-term solutions.
• Maintain documentation for configurations, troubleshooting steps, and best practices.
• Participate in change management and release planning for Genesys Cloud updates.
• Ensure compliance with SLAs and provide timely resolution of incidents and service requests.
• Configure and tro ubleshoot: SIP, WebRTC protocols and Polycom handsets, Email routing via SMTP, SSO/AD integrations and Automated Bots, Chat, SMS, Facebook, WhatsApp integrations
• Work with external support/deployment teams on overall solution and installation
• Write and execute test plans

Competencies:

• 8+ years of experience with the contact centre solutions
• 5+ year of experience in Genesys Cloud CX support.
• Genesys Cloud Certified Professional (GCP) and min, 3 Genesys Cloud CX specialist exams, or requirement to become certified within three months
• Knowledge of change control processes
• Strong expertise in IVR design and development, including call routing and flow logic.
• Proficient in Genesys Architect, Call Routing, Queue Configuration, and Interaction Routing.
• Experience with troubleshooting voice quality issues, SIP protocols, and telephony
• Excellent communication skills, both internally and with customers
• A strong desire and ability to learn new platforms and technologies
• Ability to work on own initiative and collaborate as part of a team

Desired:

• Experience in Implementing and/or supporting Agentic AI integrations with Genesys Cloud
• Experience with applications leveraging APIs, JSON or JavaScript
• Knowledge of SIP Protocol implementation and support
• Knowledge of Genesys Cloud Edges, IP telephones (Polycom, etc.)
• Experience in supporting and/or configuring SBCs (Audiocodes, Cisco Cube, Ribbon, etc.)
• Experience in supporting and/or configuring network equipment and Firewalls
• Experience with support and/or implementation of Verint Workforce Engagement systems
• Experience with Amazon Web Services (AWS) and/or Amazon Connect