Genesys Cloud CX Technical Support (Junior / N3)

Description

Job Summary: We are seeking Genesys Cloud CX Technical Support profiles (Junior and N3) for a long-term project with a major insurance company, focused on operation, support, and evolution of Contact Center platforms. Key Highlights: 1. Joining a stable project in the insurance sector. 2. Participation in a technical team specialized in Contact Center and cloud. 3. Professional development within Grupo NS. Location Madrid Salary 30,000 € \- 40,000 € Gross/year Category Information Technology and Telecommunications Subcategory Systems Sector Services and Information Technology Working Hours Full-time Work Modality Remote/Telework Professional Level Employee Department Insurance ### **Description** At **Grupo NS**, we seek to hire **Genesys Cloud CX Technical Support (Junior and N3\)** profiles for a **long-term project** with a major insurance company. We are looking for professionals with experience in **operation, support, and evolution of Contact Center platforms**, capable of participating both in advanced technical support tasks (N3\) and in operation and maintenance (Junior) within a multidisciplinary team. The position will be performed primarily in **remote mode**, 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 operations tasks. **Advanced Responsibilities (N3\):** * Analysis, design, and construction of technical solutions. * Capacity evaluation and sizing. * Development of automation and scripts. * 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:*** * Modality: Remote work with occasional attendance in Madrid (Majadahonda / Las Tablas). * Schedule: 09:00 \- 18:00\. * Possibility of on-call duties and/or shift work. * Project: Long-term. ***What We Offer:*** * Incorporation into a stable project in the insurance sector. * Participation in a technical team specialized in Contact Center and cloud. * Professional development within Grupo NS. * Competitive conditions based on experience. * Contract type: Permanent ### **Minimum Requirements** **Minimum Requirements:** * Experience with Genesys Cloud CX: * + Junior: minimum 1\-2 years + N3: minimum 3 years * Experience in Contact Center operations. * Ability to analyze and resolve incidents. * Knowledge of cloud environments (AWS) and/or DevOps. * English level B2 (mandatory). **Desirable Requirements:** * Genesys Cloud certification. * Experience in automation and scripting. Knowledge of Contact Center solution architecture. ### **Competencies** * devops * CLOUD * AWS * automation * INCIDENT RESOLUTION * scripting * contact center * genesys cloud * Genesys Cloud CX