Genesys Cloud Support Specialist

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

Position Overview

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

Role PurposeThe Genesys Cloud Support Specialist is responsible for the operational management, configuration, support, and continuous improvement of the Genesys Cloud contact center platform.The role ensures high availability, excellent service performance, and efficient delivery of change, while acting as a key interface between internal teams, end users, and external support groups.

Key Responsibilities

Platform Operations & Administration.

Perform daily Genesys Cloud health checks, including DID/TFN test calls and validation of system response behaviour.

Monitor Genesys Cloud system status and platform availability; notify the service desk of planned/unplanned outages or service disruptions.

Manage and respond to incidents and service requests raised through the Xerox ticketing system.

Conduct MACD (Move, Add, Change, Delete) operations including:

User, roles, skills, workgroups, wrap codes

Stations, managed phones

Status messages, recording policies

Schedules, schedule reports

Standard dial plan changes

Add or modify call routing flows using Genesys Architect.

Capture logs, diagnostic data, and troubleshoot platform issues.

Provide real-time resolution of issues discovered during checks or raised by users.

Support configuration and scheduling of both ad-hoc and historical reporting.

Incident Management

Act as Incident Owner for Genesys Cloud platform issues.

Participate in incident triage and provide platform expertise.

Escalate tier-III or code red incidents to Genesys Care or other higher tier support teams.

Participate in Sev1 and Sev2 incident calls and ensure timely communication to stakeholders.

Ensure delivery of RCA for all Sev1 and Sev2 incidents within agreed timelines.

Change Management & Enhancements

Deliver configuration changes, enhancements, and optimisations to the Genesys Cloud environment.

Implement pre-approved changes in alignment with ITIL change processes.

Perform changes submitted through Service Requests (e.g., Holiday schedules, Open /close updates, Announcement changes, call flow updates).

For requests exceeding standard support thresholds (e.g., >40 hours):

Facilitate requirements gathering

Coordinate with Professional Services

Support delivery, migration, and operational handover

Maintain accurate operational documentation following changes.

General Responsibilities

Perform unplanned activities or priority shifts directed by the Service Owner/SPOC.

Support transition activities for new features, new sites, or new platform components.

Ensure all platform work adheres to governance, security, and service management standards.

Essential

Skills & Experience

Hands-on operational experience administering Genesys Cloud CX.

Strong understanding of contact centre technologies: routing, IVR, telephony, SIP, queues, skills, ACD behaviour.

Experience with incident, problem, and change management processes (ITIL-aligned).

Ability to troubleshoot call flows, routing issues, disconnects, and platform anomalies.

Experience working with vendor support teams (e.g., Genesys Care).

Strong documentation skills and ability to produce clear procedures.

Ability to coordinate major incidents and provide calm, structured communication.

Competence in analysing logs and diagnostic information.

Desirable

Experience creating/modifying call flows in Genesys Architect.

Working knowledge of reporting within Genesys Cloud.

Understanding of network fundamentals related to VoIP and cloud telephony.

Experience supporting enterprise contact centre environments.

ITIL Foundation certification.

Knowledge of integrations (APIs, web services, bots) beneficial but not mandatory.

Behaviours & Competencies

Strong ownership mindset with a customer-focused approach.

Excellent communication skills – able to interface with users, managers, vendors, and technical teams.

Highly organised with the ability to manage multiple priorities.

Problem-solver with analytical thinking and attention to detail.

Collaborative team player with a proactive improvement mindset.

Confident handling urgent and high-pressure incident situations.

Qualifications

Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience).