What success looks like in this role:
- Providing Level 1 and 2 support for Genesys Cloud CX users and services.
- Troubleshooting issues across agents, queues, call routing, telephony, user access, and reporting.
- Monitoring incidents, alerts, and service requests to ensure timely resolution.
- Managing user administration, licensing, permissions, and contact centre configuration.
- Supporting platform upgrades, enhancements, testing, and software deployments.
- Assisting with IVR and Architect flow maintenance under senior guidance.
- Contributing to incident investigations, root cause analysis, and service improvements.
- Maintaining technical documentation, procedures, and knowledge articles.
- Collaborating with internal teams, stakeholders, vendors, and support partners.
- Participating in on-call and after-hours support when required.
You will be successful in this role if you have:
- Basic knowledge of Genesys Cloud CX or contact centre technologies.
- Understanding of contact centre operations and customer service environments.
- Familiarity with telephony, call routing, and queue management concepts.
- Experience with incident and service request management.
- Strong troubleshooting and problem-solving skills.
- Ability to follow documented procedures and technical guidance.
- Strong communication and stakeholder engagement skills.
- A genuine desire to learn cloud, telephony, and contact centre technologies.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.
Skills Required
- Basic knowledge of Genesys Cloud CX or contact centre technologies
- Understanding of contact centre operations and customer service environments
- Familiarity with telephony, call routing, and queue management concepts
- Experience with incident and service request management
- Strong troubleshooting and problem-solving skills
- Ability to follow documented procedures and technical guidance
- Strong communication and stakeholder engagement skills
- Desire to learn cloud, telephony, and contact centre technologies
Unisys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Unisys and has not been reviewed or approved by Unisys.
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Fair & Transparent Compensation — Fair & Transparent Compensation: Compensation terms at hire are often presented clearly and upfront, creating a straightforward “take it or leave it” expectation. Pay outcomes are also described as variable by role and geography, with some pockets viewed as satisfactory or above average.
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Retirement Support — Retirement Support: A 401(k) plan with an employer match is commonly described as part of the core package. The match is often characterized as a meaningful component of total rewards relative to other benefits.
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Healthcare Strength — Healthcare Strength: Core medical, dental, and vision coverage is described as available and broadly in line with a large IT-services employer. The underlying carrier network is sometimes viewed as solid even when cost concerns exist.
Unisys Insights
What We Do
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. We build better outcomes securely for our clients across the Government, Financial Services and Commercial
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