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Genesys Cloud Advanced Diagnostic Engineer



United States · Remote
Posted on Saturday, January 6, 2024

Genesys Cloud Advanced Diagnostic Engineer

Job Locations US-Virtual Office
Position Type
Regular Full-Time
Requisition ID
Information Technology

C1 Company Overview

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.



The Advanced Diagnostic Engineer will support the Genesys Cloud product suite and applications. This position will also support third party hardware and software as needed within the total Genesys solution delivered to the customer. This position will work closely with other team members in a team environment troubleshooting and resolving Genesys Cloud issues. You will work escalated issues from customers in complex circumstances. This position will also require you to complete Service Requests which includes building and changing Architect flows.



Essential Functions

  • Demonstrates product expertise.
  • Manages assigned trouble incidents to resolution
  • Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise
  • Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze network level voice issues
  • Troubleshoot issues within the Genesys Cloud environment also including SIP & Network.
  • Understands Architect Call Flow changes in Genesys Cloud.
  • Assesses complex situations to make appropriate recommendations.
  • Initiates and suggests process improvements to increase efficiencies for support of Genesys solution.
  • Develops knowledgebase articles and information to assist in best practices within areas of expertise
  • Adheres to support processes and best practices.
  • Prepare and/or review functional requirements documentation.
  • Work with clients to facilitate their understanding of best practices for a VoIP telephony solution.
  • Keep apprised of new offerings and software updates from the manufacturer.
  • Potentially participate in the on-call rotation.
  • Ability to adapt to work within a team environment when needed.
  • Strong verbal and written communication skills.
  • Ability to manage multiple priorities through detail orientation and strong organizational/planning skills.


Required Qualifications

  • Minimum of Technical Associate’s Degree, though can be exchanged with 2 years of experience in field
  • Knowledge of SIP and VoIP
  • 2+ years’ experience with the Genesys Cloud suite
  • Knowledge of network design and network troubleshooting tools such as Wireshark
  • Ability to troubleshoot & diagnose issues related to hardware, software, VoIP or network connectivity
  • Ability to adapt to changes in priorities and direction as business dictates
  • Ability to work independently with minimal direction but resulting in a satisfied resolution for the client

Desired/Preferred Qualifications

  • 3+ years’ experience with the Genesys Cloud suite
  • Genesys Cloud Certification
  • Genesys Cloud Architect Call Flow experience
  • Genesys Cloud Outbound Dialing
  • Genesys Cloud API experience

Additional Information


* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

EEO Statement
C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Pay Range

$55,000 - $110,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.

Notice of E-Verify Participation

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf>

Right to Work



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