CX Support Engineer - Contract - Onsite

SUMMARY:
CX Support Engineer

POSITION INFO:

Our Client a Global Tech firm is seeking a CX Support Engineer – Level 3 to join their team in Randburg on a contract basis. They offer stability, growth, attractive rates and a great working environment.

Role Overview:

• Provide Level 3 technical support for GenesysCloud, WebexCloud, SIP, and Avoxi trunks.
• Troubleshoot and resolve complex technical issues related to these platforms.
• Collaborate with other support engineers and teams to ensure seamless service delivery.
• Maintain and update technical documentation and support guides.

Key Responsibilities:

• Handle escalated support tickets and provide expert-level troubleshooting.
• Work closely with clients to understand their technical requirements and provide tailored solutions.
• Monitor system performance and proactively address potential issues.
• Conduct regular system audits and implement necessary updates and patches.
• Provide training and mentorship to junior support engineers.

Required Skills and Experience:

• Extensive experience with GenesysCloud, WebexCloud, SIP, and Avoxi trunks.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Relevant certifications in GenesysCloud and WebexCloud are a plus.