Join our growing team as a Level 3 Support Engineer specializing in GenesysCloud, WebexCloud, SIP, and Avoxi trunks. You will resolve complex technical issues, ensuring optimal system performance and seamless service delivery for our valued clients.
Are you a seasoned technical support professional with deep expertise in GenesysCloud, WebexCloud, SIP , and Avoxi trunks? We\u2019re looking for a highly skilled Level 3 Support Engineer to join our team and take ownership of complex troubleshooting, escalations, and proactive system maintenance.
As a key member of our support team, you will work closely with clients, engineers, and cross-functional teams to ensure optimal system performance, seamless service delivery, and top-tier technical support.Escalation Management: Handle Level 3 escalated support tickets, diagnosing and resolving complex technical issues related to GenesysCloud, WebexCloud, SIP, and Avoxi trunks. Technical Troubleshooting: Analyze system logs, identify patterns, and provide quick, effective resolutions to minimize downtime and improve service reliability. Client Engagement: Work directly with clients to understand technical requirements, implement tailored solutions, and optimize their cloud communication platforms. Proactive Monitoring & Maintenance: Continuously monitor system performance, conduct regular audits, and apply necessary patches and updates to ensure a stable and secure environment. Documentation & Knowledge Sharing: Maintain up-to-date technical documentation, knowledge bases, and support guides to improve troubleshooting efficiency. Mentorship & Training: Provide guidance and training to junior support engineers, fostering a culture of knowledge-sharing and continuous improvement. RequirementsProven experience in Level 3 technical support with a strong focus on GenesysCloud, WebexCloud, SIP, and Avoxi trunks. · Strong troubleshooting skills with the ability to quickly diagnose and resolve complex technical issues. · Excellent problem-solving abilities, with a proactive approach to identifying and mitigating risks. · Strong communication skills – ability to articulate complex issues clearly to both technical and non-technical stakeholders.· Relevant certifications in GenesysCloud and WebexCloud are a plus
LEVEL 3 SUPPORT Genesyscloud WEBCLOUD SIP AVOKI TECHNICAL SUPPORT TROUBLESHOOTING CLIENT ENGAGEMENT SYSTEM MAINTENANCE DOCUMENTATION KNOWLEDGE SHARING
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