Genesys Cloud - Contact Center L3 Support

Location: Remote Nationwide, United States; occasional travel to hirify.global offices for training or meetings may be required. Participation in a 24x7 on-call rotation is required. Home internet must provide at least 25 Mbps download and 10 Mbps upload speeds, with a dedicated workspace to protect PHI/HIPAA information.

Salary: $89,000–$121,400 per year, plus eligibility for a bonus incentive plan.

Company

hirify.global is a U.S. healthcare and insurance company providing insurance and healthcare services to people with Medicare, Medicaid, families, individuals, military service personnel, and communities.

What you will do

• Provide operational support, monitoring, troubleshooting, maintenance, upgrades, patching, and configuration management for Genesys Contact Center, Workforce Management, VoIP, SIP, telecommunications, and carrier platforms.
• Resolve voice, contact center, carrier, outage, and service-disruption incidents while participating in a 24x7 on-call rotation.
• Maintain contact center routing strategies, call flows, agent configurations, reporting, and workforce optimization functions.
• Coordinate with carriers, service providers, vendors, and internal technology teams to resolve issues and implement infrastructure changes.
• Perform root cause analysis, develop runbooks and technical documentation, and support disaster recovery, business continuity, high availability, security, governance, and operational standards.
• Improve workflows and service delivery through scripting, automation, AI-enabled solutions, and recommendations to business stakeholders.

Requirements

• Bachelor’s degree in information technology, telecommunications, computer science, engineering, or a related field, or an equivalent combination of education and work experience.
• At least 3 years of experience supporting enterprise telecommunications, contact center, or unified communications environments.
• Experience supporting VoIP, SIP, telecommunications infrastructure, and carrier services in a large enterprise environment.
• Experience supporting Genesys Contact Center platforms and contact center operations.
• Knowledge of voice network technologies, call routing, trunking, and telecommunications troubleshooting methodologies.
• Experience with incident management, problem management, and change management processes.
• Experience troubleshooting complex technical issues and performing root cause analysis.
• Ability to work independently and prioritize multiple assignments in a fast-paced operational environment.
• Strong verbal and written communication skills for interaction with technical and non-technical stakeholders.

Nice to have

• At least 5 years of experience supporting enterprise contact center and telecommunications technologies.
• Experience supporting cloud-based contact center technologies and migration initiatives.
• Experience developing automation solutions through scripting, workflows, APIs, or orchestration tools.
• Experience using AI or automation technologies to improve operational efficiency, monitoring, reporting, or service delivery.
• Knowledge of ITIL service management practices.
• Experience managing vendor relationships.
• Genesys Cloud, SAFe, ITIL, or AWS certifications.

Culture & Benefits

• Full-time employment with a 40-hour scheduled work week.
• Medical, dental, and vision benefits; 401(k) retirement savings plan; paid time off, holidays, and parental and caregiver leave.
• Short-term and long-term disability coverage, life insurance, and other wellness and healthcare benefits.
• Work in a SAFe Agile organization focused on operational excellence, process improvement, and business continuity.