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Genesys Support Engineer Jobs (NOW HIRING)

EDCi

Sr. Genesys Cloud Implementation Engineer

Appleton, WI · On-site +1

$99K - $136K/yr

The Sr. Genesys Engineer will have the following responsibilities: designing, configuring ... This role will closely interact with both Field & Support Engineering aligning strategic objectives ...

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Genesys Engineer

Phoenix, AZ · On-site +1

We are seeking a Genesys Engineer to support the configuration, administration, enhancement, and ongoing maintenance of our Genesys Cloud platform. In this role, you will help build and optimize ...

EDCi

Sr. Genesys CX Implementation Engineer

Appleton, WI · On-site +1

This role will closely interact with both Field & Support Engineering aligning strategic objectives ... Acts as the Lead Engineer for Genesys implementation and upgrade projects * Preform project and ...

Lorven Technologies

CCaaS Production Support Engineer

$43 - $56/hr

CCaaS Production Support Engineer Location: Remote * Provide advanced production support for CCaaS ... Genesys Cloud, NICE CXOne, or similar. * Strong background in production support, incident ...

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How much do genesys support engineer jobs pay per hour?

As of Aug 23, 2026, the average hourly pay for genesys support engineer in the United States is $39.87, according to ZipRecruiter salary data. Most workers in this role earn between $29.57 and $46.63 per hour, depending on experience, location, and employer.

What is a Genesys Support Engineer?

A Genesys Support Engineer is responsible for maintaining, troubleshooting, and optimizing Genesys contact center solutions. They provide technical support, diagnose system issues, and implement fixes or upgrades to ensure seamless communication operations. This role requires expertise in Genesys applications, VoIP technologies, networking, and scripting or automation. Additionally, they collaborate with cross-functional teams to enhance system performance and ensure high availability.

What are the typical challenges Genesys Support Engineers face in their daily work?

Genesys Support Engineers often encounter challenges such as diagnosing complex integration issues between Genesys software and client infrastructure, managing multiple concurrent support requests, and keeping up with the frequent updates to Genesys platforms. They may also deal with high-pressure situations when critical systems experience outages or performance issues. To succeed, engineers need to stay current on new features, maintain strong communication with both clients and internal teams, and develop efficient troubleshooting workflows. This dynamic environment offers varied experiences and continuous opportunities to expand technical expertise.

What are the key skills and qualifications needed to thrive as a Genesys Support Engineer?

To thrive as a Genesys Support Engineer, you need a solid understanding of contact center technologies, VoIP systems, and troubleshooting skills, typically supported by a degree in computer science or a related field. Experience with the Genesys suite (such as Genesys Cloud, Engage, or PureConnect), as well as relevant certifications like Genesys Certified Professional, are highly valuable. Strong communication, problem-solving abilities, and the ability to work well under pressure distinguish top performers in this role. These skills are essential for quickly diagnosing and resolving technical issues, ensuring optimal system performance, and providing excellent customer support.

Does Genesys support engineer offer remote work options?

Genesys Support Engineers often have remote work options, depending on the company's policies and the specific role. Many support roles in the industry are now flexible and can be performed remotely with the use of communication tools and remote access software.
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Genesys Support Engineer jobs near you
Infographic showing various Genesys Support Engineer job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.

Senior CCaaS Production Support Engineer

Delan Associates, Inc.

Minnetonka, MN • On-site

Contractor

Posted 25 days ago

Job description

Senior CCaaS Production Support Engineer (Genesys Cloud / Amazon Connect / NICE CXone)
Minnetonka Mills, MN (Onsite)
Must-Have Skills (Senior CCaaS Production Support Engineer)
* CCaaS Platforms: Genesys Cloud, Amazon Connect, NICE CXone
* Production Support & L2/L3 Support for enterprise contact center platforms
* Incident Management & Major Incident Response
* Root Cause Analysis (RCA) and Problem Management
* Troubleshooting call flows, routing, IVR, voice, and contact center services
* Vendor Management & Escalation (Genesys, Amazon Connect, NICE, Pindrop)
* Contact Center Integrations (APIs, authentication, routing, voice services)
* Platform Monitoring & Operational Support
* Production Deployments & Change Management
* Knowledge Base, Runbooks & Operational Documentation
* Cross-functional Collaboration with Infrastructure, Network, Security, and Application teams
* On-call Production Support and outage management
* ITSM Tools (ServiceNow, Jira, Remedy or similar)
* Strong Communication & Stakeholder Management
Preferred Skills
* Pindrop integration/support
* SIP, VoIP, WebRTC, Telephony concepts
* REST APIs and JSON
* Cloud platforms (AWS preferred for Amazon Connect)
* Performance monitoring and operational analytics
* ITIL Foundation / Incident & Problem Management knowledge

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