Genesys Engineer - Level 2

Job Title: Genesys Engineer - Level 2
Contract Type: Full Time
Location: Victoria
Salary: $70,000 - $90,000 Package Inc Super
Start Date: 2020-02-20
Reference: JO-1902-527940
Contact Name: Wes Elsayed
Contact Email:
Job Published: February 20, 2020 17:34

Job Description

Our client is a leading provider of contact centre technology and solutions. They have a fantastic permanent opportunity for a Level 2 Support Engineer to join the team. In this role you will work onsite with a key customer, and you will support Genesys contact centre systems and applications to ensure smooth ongoing operation of a sizeable contact centre.

  • Resolving customer support issues over the phone, by email and onsite
  • Giving customers regular updates
  • Gathering and documenting customer requirements
  • Architecting solution to requirements
  • Developing test plans and project documents
  • Updating customer tickets promptly and regularly
  • Diagnosing issues with internal/external customer systems and infrastructure including network
  • Resolving customer support issues over the phone, by email and onsite
  • Setup, Configure and Troubleshoot software and hardware related issues
  • Delivering a professional service to customer at all times
  • Provide systems support in accordance to customer's support contracts
  • Keeping regular accurate records of support issues and ensure service levels are maintained
  • Provide after-hours support on a rostered basis
To be considered for the role you will need:
  • Strong experience in a level 2 technical support role
  • Strong technical skills supporting Genesys products or similar contact centre systems & applications
  • A Telco, vendor or reseller background
  • Excellent written and verbal communication and customer service skills

Interested? Push the Apply Button now or alternatively send me your profile to or call me on (03) 9236 7766