Genesys Cloud CX Technical Support (Junior / N3)

Description

Job Summary: We are seeking Genesys Cloud CX Technical Support professionals to operate, support, and evolve Contact Center platforms within a multidisciplinary team. Key Highlights: 1. Stable and long-term project in the insurance sector. 2. Participation in a specialized technical team focused on Contact Center and cloud. 3. Professional development within Grupo NS. **Description:** ---------------- At **Grupo NS**, we are looking to hire **Genesys Cloud CX Technical Support (Junior and N3\)** profiles for a **long-term project** with a major insurance company. We seek professionals with experience in **operation, support, and evolution of Contact Center platforms**, capable of performing both advanced technical support tasks (N3\) and operation and maintenance tasks (Junior) within a multidisciplinary team. The position will be primarily **remote**, with **occasional onsite attendance at offices in Majadahonda or Las Tablas** (Madrid). ***Main Responsibilities:*** **Support and Operations (Junior / N3\):** * Technical support for the Genesys Cloud CX platform. * Monitoring, detection, and resolution of incidents. * Problem analysis and collaboration in root cause identification. * Participation in Contact Center operational tasks. **Advanced Responsibilities (N3\):** * Analysis, design, and development of technical solutions. * Capacity evaluation and sizing. * Development of automation scripts and tools. * Identification of functional and operational improvements. ***Technical Environment and Collaboration:*** * Participation in DevOps teams and AWS environments. * Implementation and evolution of Contact Center solutions. * Team-based work for incident assignment and resolution. ***Position Conditions:*** * Work Mode: Remote, with occasional attendance in Madrid (Majadahonda / Las Tablas). * Working Hours: 09:00 \- 18:00\. * On-call duties and/or shift work may apply. * Project Duration: Long-term. ***What We Offer:*** * Opportunity to join a stable project in the insurance sector. * Participation in a specialized technical team focused on Contact Center and cloud. * Professional development within Grupo NS. * Competitive compensation based on experience. * Employment Type: Permanent contract **Requirements:** --------------- **Minimum Requirements:** * Experience with Genesys Cloud CX: * + Junior: minimum 1\-2 years + N3: minimum 3 years * Experience in Contact Center operations. * Analytical skills and ability to resolve incidents. * Knowledge of cloud environments (AWS) and/or DevOps. * English proficiency level B2 (mandatory). **Desirable Requirements:** * Genesys Cloud certification. * Experience in automation and scripting. Knowledge of Contact Center solution architecture.