Genesys Contact Center Associate

Genesys Contact Center Support Technician (Onsite)

Location: Tucson, AZ (100% Onsite – Monday through Friday)

Company: JSR Tech Consulting

JSR Tech Consulting has an immediate opportunity for a Genesys Contact Center Support Technician supporting our direct client, a leading global pharmaceutical company. This role combines traditional end-user IT support with hands-on support of the client's Genesys contact center environment. The ideal candidate enjoys troubleshooting, providing exceptional customer support, and serving as the primary IT contact for contact center users.

Responsibilities

• Provide Level 1 and Level 2 support for the Genesys Contact Center environment.

• Support onboarding and offboarding of contact center agents and supervisors, including user provisioning and configuration.

• Troubleshoot Genesys-related issues involving agent logins, call routing, softphones, headsets, and desktop applications.

• Serve as the primary point of contact for contact center users experiencing IT issues, including laptops, peripherals, connectivity, Microsoft 365, and other end-user technologies.

• Coordinate with infrastructure, networking, and Genesys engineering teams to resolve complex technical issues.

• Monitor, troubleshoot, and resolve incidents and service requests through the ServiceNow ticketing system.

• Participate in Genesys team meetings and communicate key updates to local IT stakeholders.

• Create and maintain technical documentation, knowledge articles, and user guides.

• Assist with user training and adoption of contact center technologies.

• Deliver exceptional customer service while managing multiple priorities in a fast-paced support environment.

Required Qualifications

• 3+ years of IT support, desktop support, service desk, or end-user support experience.

• Experience supporting Genesys Cloud (PureCloud) or Genesys Engage environments.

• Experience supporting contact center agents and supervisors.

• Strong troubleshooting skills across Windows 10/11, Microsoft 365, laptops, peripherals, networking, VPN, and connectivity issues.

• Experience using ServiceNow or a similar ITSM platform.

• Excellent verbal and written communication skills.

• Strong customer service orientation and the ability to work effectively with both technical and non-technical users.

• Ability to work onsite in Tucson, AZ, Monday through Friday.

Preferred Qualifications

• Genesys Certification.

• Cisco Unified Communications or Cisco Telephony experience.

• Understanding of SIP telephony and contact center infrastructure.

• Experience supporting CTI integrations and contact center technologies.

• Experience working in a pharmaceutical or other regulated environment.

This is an outstanding opportunity to support a mission-critical contact center while providing a broad range of end-user IT support for a leading pharmaceutical organization.

Please Note: JSR Tech Consulting communicates only through representatives using email addresses ending in @jsrtechconsulting.com. Learn more at www.jsrtechconsulting.com.