Genesys PureCloud Support Engineer, Multilingual

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October 5

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NextLink Group

WebsiteLinkedInAll Job Openings

Enterprise • B2B • Artificial Intelligence

NextLink Group is a global IT services and digital transformation company that delivers enterprise application, infrastructure, cloud, and business process outsourcing solutions to large organizations and government clients. The firm provides consulting, technology implementation (SAP, Oracle, Microsoft, Salesforce, ServiceNow, AWS), IT staff augmentation, and managed operations while leveraging data analytics, AI/ML, RPA, IoT and automation to modernize and secure clients' technology environments. NextLink serves Fortune 500 companies across industries and emphasizes combining human talent with advanced algorithms to drive digital transformation.

201 - 500 employees

Founded 1996

🏢 Enterprise

🤝 B2B

🤖 Artificial Intelligence

📋 Description

• Provide L2/L3 support for Genesys PureCloud contact center platform in English and at least one of: French or German • Manage and resolve Incident, Problem, Change, and Service Tasks in accordance with SLAs • Provide administration support: user provisioning, MACD (Move, Add, Change, Delete) tasks, DID management • Handle inbound and outbound queue setup, call flow issues, schedule and routing changes • Create and maintain Knowledge Base articles to support recurring incidents and share best practices • Act as a liaison and coordinate with vendors and service providers • Conduct Root Cause Analysis and recommend preventative actions • Design, integrate, test and troubleshoot IVR call flows (complex and simple) • Perform Genesys CRM CTI integration setup and troubleshooting (especially Salesforce) • Build and debug IVR scripts, APIs, and data action integrations • Support SIP trunk setup, monitoring, edge log analysis and troubleshooting (SBC to Edge) • Migrate call flows from Cisco to Genesys, including BYOC setup • Manage and optimize Outbound campaign dialing and associated flows • Collaborate with business teams to meet evolving requirements and enhance user experience.

🎯 Requirements

• 5+ years of experience supporting and managing Genesys PureCloud (Genesys Cloud CX) • Strong knowledge of IVR architecture, call flow design, SIP Trunking, and telephony systems • Hands-on experience with Salesforce CTI integration and APIs • Experience with incident/problem/change management tools like ServiceNow or similar • Strong communication and collaboration skills in English and one of: French, German • Ability to independently handle complex configurations and multi-tenant environments • Experience in customer journey optimization and improving end-user experience.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities