Genesys Cloud Support Engineer
Location: Hybrid (2 days on-site per week) – Toronto, ON
Employment Type: Full-Time

The Opportunity
We are partnering with our client to find skilled Genesys Cloud Support Engineers who will provide expert technical support for their Genesys Cloud platform. This is a fantastic opportunity to work with a high-performing team that values collaboration, customer service excellence, and professional growth.

• Key Responsibilities
  Deliver technical support for Genesys Cloud users, resolving issues related to call routing, IVR, and other contact center features.
• Assist in the setup, configuration, and integration of Genesys Cloud accounts and routing strategies.
• Provide timely and professional responses to user inquiries via email, chat, or phone.
• Collaborate with development teams to escalate and resolve complex technical challenges.
• Create and maintain clear support documentation and knowledge base materials.
• Lead training sessions to empower users to optimize their use of Genesys Cloud.
• Stay informed on the latest Genesys Cloud features and industry trends to provide current and effective support.

• Post-secondary education in Information Systems or equivalent industry experience.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Proven ability to collaborate across teams and departments effectively.
• Experience developing user-focused documentation and conducting training.
• Commitment to continuous learning and customer-centric support.

Work Environment
Hybrid work model requiring two days per week on-site, subject to change based on evolving policies.

What Our Client Offers

Competitive total compensation including RRSP contributions without employee matching requirements.

Comprehensive health benefits starting day one, with 100% employer-paid premiums and up to $5,000 annually for mental health services.

Parental leave top-up to 100% of salary for 25 weeks.

Up to $650 towards home office setup.

Generous paid time off, including two paid volunteer days annually.

Diversity and inclusion programs supported by active Employee Resource Groups.

Extensive professional development with access to thousands of training courses, tuition reimbursement, and monetary rewards for certification completion.