 Provide technical support to Genesys Cloud customers through phone, email, chat, and secure screen-sharing sessions.

 Investigate, troubleshoot, and resolve incidents involving Genesys Cloud CX, including voice, telephony, networking, user interface, integrations, APIs, reporting, and platform configuration scenarios.

 Own assigned customer cases end to end, from initial assessment and impact analysis through resolution, validation, documentation, and closure.

 Gather and analyze relevant diagnostic information such as browser console logs, network traces, platform logs, call details, packet captures, and configuration data.

 Communicate clearly and professionally with customers, provide regular progress updates, set realistic expectations, and translate technical findings into understandable language.

 Prioritize and manage cases according to business impact, urgency, entitlement, and defined service-level agreements (SLAs).

 Collaborate ...