Software Platform Engineer II

Job Description

Monitor and maintain the Genesys Cloud platform to ensure optimal performance and uptime Troubleshoot and resolve incidents, service requests, and technical issues within SLAs Perform routine maintenance, upgrades, and patch management as required. Act as the primary point of contact for Genesys-related incidents in the production environment. Ensure changes are implemented through Change Management processes, minimizing impact on business operations. Proactively recommend improvements to enhance Genesys Cloud capabilities and user experience. Maintain detailed technical documentation, SOPs, and troubleshooting guides. Conduct periodic system health checks and capacity planning. Provide training and knowledge sharing to internal teams on Genesys Cloud best practices. Participate in regular BAU meetings, incident reviews, and service improvement discussions. Candidate Qualifications - Essential Business Experience and Technical Skills: Education: Bachelor in Computer Science or equivalent ITIL Foundation certification (preferred). Experience 3+ years in Genesys Cloud CX or Genesys Engage platforms. Experience with Genesys Cloud APIs, automation scripting, and reporting is a plus. Knowledge of IVR, Call Routing, SIP Trunking, and Contact Center Infrastructure. Experience in troubleshooting Genesys Cloud logs, APIs, and configurations. Familiarity with cloud-based contact center solutions and integrations. Ability to analyze logs and troubleshoot voice, chat, email, and digital interactions. Strong stakeholder management and communication skills for engaging with technical and business teams. Exposure to cloud platforms (AWS, Azure) and integration with CRM solutions (Salesforce, ServiceNow, etc.) is beneficial.