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As a Genesys Service Engineer (m/f/d), you will be responsible for providing technical support and maintenance for our Genesys contact center solutions. You will collaborate closely with clients to troubleshoot issues, ensure smooth system operation, and implement updates or upgrades as necessary. This role requires strong problem-solving skills, customer focus, and the ability to work in a fast-paced environment.

Key responsibilities

  • Provide technical support for Genesys contact center platforms, including installation, configuration, and troubleshooting.
  • Diagnose and resolve issues related to Genesys software, integrations, and underlying infrastructure.
  • Work closely with clients and internal teams to deliver high-quality support, ensuring systems operate efficiently and effectively.
  • Perform system upgrades, patches, and maintenance activities to ensure the latest functionalities and security measures are in place.
  • Monitor system performance and ensure uptime in line with agreed Service Level Agreements.
  • Document and maintain detailed records of customer interactions, issues, and resolutions in ticketing systems.
  • Collaborate with cross-functional teams (e.g., network engineers, application developers) to resolve complex technical issues.
  • Participate in on-call rotations to provide after-hours support when needed

 

Skills & Experience we are looking for

  • 3+ years of experience working with Genesys platforms, preferably in a technical support or service engineering role will be advantage
  • Strong knowledge of Genesys contact center solutions (Genesys Cloud, PureEngage, PureConnect) will be advantage
  • Experience with VoIP technologies, SIP protocols, and PBX integrations.
  • Understanding of related technologies such as SQL databases, network infrastructure, and cloud solutions.
  • Strong communication skills in Polish and English to interact with both technical and non-technical stakeholders.
  • Ability to work independently and within a team, maintaining a customer-centric approach.
  • Knowledge of Linux and Windows operating systems.
  • Familiarity with ITIL processes and ticket management tools is a plus.

What we offer

  • Competitive salary and benefits package.
  • LuxMed insurance coverage
  • Opportunities for professional growth and development, including training on the latest Genesys technologies.
  • A supportive and collaborative working environment.
  • Hybrid working model with flexibility in remote and office-based work.

Contact person

Caroline Reinhardt