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.