Genesys Cloud L1 Support Engineer (24×7)
Experience Required:
2+ years (Genesys Contact Center Ops)
Role Purpose
Provide frontline operational and monitoring support for Genesys Cloud, ensuring uptime, stability, and first-response incident handling.
Responsibilities
A. Monitoring \& Daily Operational Tasks
Monitor agent status, queues, and call flow performance using Genesys Cloud dashboards.
Monitor concurrency, license usage, trunk status, and routing flows.
Perform periodic health checks (15-min/30-min intervals) during peak time.
Validate red/amber alerts and create incident tickets immediately.
Monitor IVR prompts, DTMF issues, bot responses, and ensure flows are responsive.
B. User \& Agent Administration
Create, update, and disable agents, skills, divisions, and groups.
Assign appropriate licenses, roles, and permission sets.
Basic configuration updates (wrap-up codes, skills, group assignments).
Reset MFA, passwords, and troubleshoot login issues.
C. Incident Management
First-level diagnosis based on predefined SOPs.
Assign ticket severity as per SLA (SEV1–SEV4).
Collect preliminary logs/screenshots and escalate to L2.
Provide real-time communication for any platform impact.
D. Shift \& Support
24×7 rotating shifts (3 shifts).
Participate in daily shift handover with complete incident summary.
Follow standard runbooks, SOPs, and escalation matrix.
Required Technical Skills
Basic understanding of Cloud Contact Center systems.
Familiarity with Genesys Cloud admin UI.
Understanding of SIP basics, softphone setup, network basics.
Strong communication \& support skills.