Genesys Support Engineer

About the Company Join us at Connex, a leading technology solutions provider with over 600 professionals across 14 offices in North America. We are at the forefront of technology, providing cutting-edge solutions and maintaining a strong commitment to integrity, accountability, and skill. Our employees are our ambassadors, ensuring our clients and partners receive the best service.   About the Role We are seeking a Genesys CloudCX Consultant to act as the operational owner of CCaaS and Conversational AI platforms. In this role, you will bridge the gap between contact centre operations and technology by managing day-to-day platform performance, resolving issues, and optimizing routing strategies. You will also support low-to-medium complexity configuration tasks, enable self-service capabilities for business teams, and contribute to ongoing improvement of customer experience through automation and intelligent routing.   Responsibilities Platform Ownership & Issue Management (30%) Serve as the primary point of contact for contact centre leadership on platform-related issues. Triage and resolve day-to-day concerns across Genesys Cloud and Conversational AI platforms. Distinguish between system-wide incidents and isolated agent/call-level issues (e.g., dropped calls, routing anomalies, audio quality issues). Routing Strategy & Optimization (25%) Own the end-to-end routing and agent optimization strategy. Translate operational requirements into clear, structured technical requirements for engineering teams. Continuously improve queue configurations, call flows, and overall customer journey efficiency. Configuration & Platform Support (20%) Execute low-to-medium complexity Genesys Cloud configuration changes (flows, queues, schedules, user set up). Act as a backup resource when engineering support is unavailable. Support Conversational AI platforms (e.g., Decagon) by configuring and troubleshooting chatbot interactions. Enablement & Self-Service (15%) Drive self-service adoption across contact centre teams. Coach teams on managing in-queue messaging, business hours configuration, and call recording retrieval. Empower non-technical users through training and guidance. Documentation & Knowledge Management (10%) Maintain clear and comprehensive documentation, including runbooks, SOPs, and self-service guides. Ensure knowledge sharing across teams to improve operational efficiency and reduce dependency on technical teams. Qualifications Contact Centre & CCaaS Expertise 3+ years of hands-on experience with Genesys Cloud (flows, queues, routing, schedules). Strong understanding of contact centre operations and agent workflows. Required Skills Troubleshooting & Technical Skills Proven ability to troubleshoot telephony, routing, and agent-facing tools. Ability to differentiate between systemic and user-specific issues. Business & Technical Translation Strong capability to translate operational problems into structured technical requirements. Experience working closely with engineering or technical teams. Communication & Stakeholder Management Excellent communication skills with ability to engage both frontline staff and technical stakeholders. Strong collaboration and problem-solving mindset. Preferred Skills Genesys Cloud certification. Experience with Conversational AI or chatbot platforms (e.g., Decagon, Google CCAI, Amazon Lex). Background in financial services or regulated environments. Familiarity with workforce management concepts (scheduling, adherence). Experience creating runbooks, SOPs, or enablement content for non-technical users.   Work at the intersection of operations and cutting-edge contact centre technology. Be part of a collaborative, high-impact team driving customer experience innovation. Gain exposure to CCaaS platforms and Conversational AI technologies. Enjoy a hybrid work model within the Greater Toronto Area with strong growth opportunities.   Connex is committed to diversity and inclusivity in the workplace. We encourage applications from all qualified individuals and are dedicated to creating an inclusive environment for all employees.