Salt Lake City, UT · On-site +1
$98K - $130K/yr
Genesys Cloud * IVR systems * ACD routing and call flows * Workforce management integrations ... Remote roles are not eligible for U.S. visa sponsorship. eBay is an equal opportunity employer. All ...
Salt Lake City, UT · On-site +1
$98K - $130K/yr
Genesys Cloud * IVR systems * ACD routing and call flows * Workforce management integrations ... Remote roles are not eligible for U.S. visa sponsorship. eBay is an equal opportunity employer. All ...
A Genesys Remote job involves working with Genesys cloud-based or on-premises customer experience solutions from a remote location. Roles may include system administration, technical support, implementation, or development of Genesys applications. Employees utilize tools like Genesys Cloud, Engage, or PureConnect to manage communication channels, automation, and customer interactions. Remote workers typically collaborate with teams via online platforms to optimize customer engagement and ensure seamless system performance.
To excel in a Genesys Remote role, you need expertise in contact center operations, strong troubleshooting abilities, and a solid understanding of the Genesys suite of software, often supported by a degree in IT or a related field. Familiarity with cloud-based contact center solutions, VoIP technology, and relevant certifications like Genesys Certified Professional are commonly expected. Outstanding communication, problem-solving skills, and the ability to work independently in a distributed team environment are highly valued. Mastery of these skills ensures efficient technical support, client satisfaction, and seamless virtual collaboration.
One of the main challenges in a Genesys Remote position is troubleshooting complex technical issues without on-site assistance, which requires strong remote diagnostic skills and clear virtual communication. Working across different time zones or with global teams can also present coordination and collaboration difficulties. To manage these challenges, Genesys Remote professionals typically leverage advanced remote support tools, participate in regular virtual meetings, and maintain detailed documentation. Proactive communication and continuous skills development are key strategies for overcoming obstacles and ensuring high service quality.
$98K - $130K/yr
Full-time
Medical, Retirement, PTO
Posted 15 days ago
8.5
Based on 43 frontline employees who took The Breakroom Quiz
11th of 728 rated retailers
At eBay, we're more than a global ecommerce leader - we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work - every day. We're in this together, sustaining the future of our customers, our company, and our planet.
Join a team of passionate thinkers, innovators, and dreamers - and help us connect people and build communities to create economic opportunity for all.
*This role cannot offer any sort of visa sponsorship.*About the team and the role:
We are looking for a highly motivated L2 Support Engineer with strong automation expertise to join our engineering team. This role will provide advanced production/application support, drive automation initiatives to reduce manual effort, and improve system reliability and operational efficiency across business-critical platforms. Experience with AI-powered tools and intelligent automation is a strong plus. Experience with Call Center / Contact Center technologies is highly desirable.
What you will accomplish:
Provide L2 production support for customer-facing and internal business-critical applications.
Troubleshoot, analyze, and resolve complex issues across distributed systems and integrations.
Perform root cause analysis (RCA) and implement permanent fixes to prevent recurrence.
Design and implement automation solutions to reduce operational toil and improve MTTR.
Develop scripts/tools for monitoring, alerting, log analysis, and self-healing workflows.
Support and maintain contact center platforms and integrations.
Partner with Engineering, QE, Infrastructure, and Business teams during releases and incidents.
Participate in on-call rotations and ensure SLA compliance.
Drive continuous improvement of support processes and platform stability.
What you will bring:
3+ years of experience in Application Support / Production Support / L2 Support / Site Reliability Engineering roles.
Strong scripting or programming skills (Python, Java, Shell, or similar).
Experience building or maintaining automation frameworks.
Experience with REST APIs, batch jobs, and integration-based systems.
Hands-on experience with monitoring and observability tools.
Strong troubleshooting skills in high-availability environments.
Excellent communication and documentation skills.
Preferred Qualifications (Nice to Have)
Experience with Call Center / Contact Center platforms such as:
Genesys Cloud
IVR systems
ACD routing and call flows
Workforce management integrations
Experience leveraging AI tools (LLM-based assistants, automation bots) for:
Incident triage
Log summarization
Code review or generation
Predictive alerting
Cloud platform experience (AWS/GCP/Azure).
CI/CD and DevOps exposure.
Knowledge of SQL/NoSQL databases.
Experience in performance troubleshooting and load analysis.
What We're Looking For
A proactive engineer who prefers automation over repetitive manual tasks.
Someone who can move from reactive support to building self-healing systems.
Comfortable operating in complex, high-scale contact center environments.
A strong collaborator with clear communication skills.
Additional Details
The base pay range for this position is expected in the range below:
$98,000 - $130,800Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Remote roles are not eligible for U.S. visa sponsorship.
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.If you have a need that requires accommodation, please contact us attalent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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