The Genesys Voice System Support Engineer is responsible for the day-to-day support, maintenance, and optimization of Genesys contact center platforms, with a primary focus on voice technologies such as IVR, routing, and telephony integrations. This role ensures high availability, performance, and reliability of customer interaction systems while minimizing service disruptions and enhancing user experience.

Key Responsibilities

Production Support & Operations

• Provide L2/L3 support for Genesys voice platforms in a 24x7 production environment

• Monitor system performance, availability, and capacity using standard monitoring tools

• Respond to and resolve incidents, service outages, and performance degradations within SLA targets

• Perform root cause analysis (RCA) and implement corrective and preventive actions

• Participate in on-call rotations as required

Platform Administration & Management

• Manage and support core Genesys components such as:

  • Configuration Server (Config Server)

  • Universal Routing Server (URS)

  • Genesys Voice Platform (GVP) / IVR

  • SIP Server and related telephony services

• Perform system configurations, patching, deployments, and version upgrades

• Maintain system documentation, runbooks, and standard operating procedures

• Ensure platform stability, scalability, and compliance with organizational standards

Telephony & Voice Troubleshooting

• Diagnose and resolve SIP/VoIP-related issues including:

  • Call failures and routing issues

  • Voice quality problems (latency, jitter, packet loss)

  • Call drops and signaling errors

• Collaborate with telecom carriers and network teams to resolve connectivity issues

• Analyze logs, traces, and call flows to identify root causes

IVR Application Support

• Troubleshoot IVR applications, scripts, and call flows

• Support testing and validation of IVR changes and enhancements

• Work with development teams to identify and resolve application defects

• Ensure seamless customer interaction flows and minimal downtime

Incident, Problem & Change Management

• Follow ITIL best practices for incident, problem, and change management

• Document incidents, resolutions, and knowledge base articles

• Participate in change reviews and deployment activities

• Ensure proper impact analysis and rollback planning for all changes

Monitoring & Reporting

• Utilize monitoring and analytics tools such as:

  • Splunk

  • Genesys CCPulse / IRD tools

  • Grafana or similar platforms

• Proactively identify trends and potential issues before they impact production

• Generate system performance and incident reports as needed

Collaboration & Stakeholder Engagement

• Work closely with cross-functional teams including:

  • Network engineering

  • Application development

  • Infrastructure and cloud teams

  • Business stakeholders

• Provide technical guidance and support during incident bridges and escalation calls

• Communicate effectively with both technical and non-technical stakeholders

Required Skills & Experience

• Strong hands-on experience with Genesys platforms (Engage and/or Genesys Cloud/PureCloud)

• Solid understanding of SIP, VoIP, and TCP/IP networking principles

• Experience with Linux and/or Windows system administration

• Ability to analyze logs and troubleshoot issues using SQL queries and diagnostic tools

• Familiarity with contact center call flows, routing strategies, and IVR systems

• Strong analytical and problem-solving skills

Tools & Technologies

• Genesys suite (Engage / Cloud components)

• Monitoring tools: Splunk, CCPulse, Grafana

• Ticketing systems: ServiceNow or similar ITSM platforms

• SIP analyzers and network diagnostic tools

Soft Skills

• Excellent troubleshooting and critical thinking abilities

• Strong verbal and written communication skills

• Ability to work effectively in high-pressure, production environments

• Strong organizational and time management skills

• Team-oriented mindset with a proactive approach to problem-solving

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field

• 3–8 years of experience supporting contact center technologies, preferably Genesys platforms

Nice to Have

• Genesys certifications (e.g., Genesys Certified Professional)

• Experience with cloud platforms such as AWS or Azure

• Scripting or automation skills (e.g., Python, Shell, PowerShell)

• Experience with CI/CD pipelines or DevOps practices

  The pay range that the employer in good faith reasonably expects to pay for this position is $42.35/hour - $66.18/hour.

  Our offered benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis. Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.