Platform Engineer at Openkyber
Job in
Augusta, Richmond County, Georgia, 30910, USA
Listed on 2026-05-31
Listing for:
Itlearn360
Full Time
position Listed on 2026-05-31
Job specializations:
-
IT/Tech
IT Support, Systems Engineer, Cloud Computing, Technical Support
Job Description & How to Apply Below
Platform Engineer job rgia.
The L3 Support Engineer will be responsible for providing third-level technical support for the Genesys Contact Center platform. This role involves troubleshooting, incident resolution, and collaboration with cross-functional teams to ensure optimal performance and availability of the contact center systems.
Key Responsibilities- Provide L3 support for Genesys Contact Center components including routing, reporting, and voice infrastructure.
- Lead resolution of complex and escalated issues from L2 support.
- Perform advanced troubleshooting and system diagnostics.
- Collaborate with engineering and development teams for bug fixes and enhancements.
- Provide technical guidance and mentorship to L2 support engineers.
- Participate in architecture reviews and platform optimization initiatives.
- Monitor system health and proactively identify and resolve issues.
- Troubleshoot incidents related to Genesys Engage/Cloud, SIP Server, GVP, Workspace, and other modules.
- Collaborate with L1 support and escalate unresolved issues to L3 or vendor support.
- Perform root cause analysis and implement preventive measures.
- Document incidents, resolutions, and standard operating procedures.
- Participate in change management and deployment activities.
- Ensure compliance with SLAs and internal quality standards.
- Minimum 7 years of experience in Genesys Contact Center support.
- Proven expertise in debugging and resolving complex platform issues.
- Experience in performance tuning and capacity planning.
- Strong understanding of Genesys architecture and components.
- Experience with Genesys Engage or Genesys Cloud platforms.
- Familiarity with SIP, VoIP, and telephony protocols.
- Proficiency in troubleshooting tools and techniques.
- Knowledge of ITIL processes and incident management.
- Excellent communication and documentation skills.
- Genesys certifications (e.g., Google Cloud Platform, GCA).
- Experience with CRM, IVR, CTI integrations.
- Scripting knowledge (e.g., Routing Strategy, JavaScript).
- Exposure to cloud platforms (AWS, Azure).
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