Cloud Solutions Engineer 2

Become a part of our caring community The Cloud Solutions Engineer 2 is responsible for the operational support, maintenance, and continuous improvement of the organization's contact center infrastructure as well as integrated services. This role provides day-to-day support for Genesys Contact Center platforms, Workforce Management (WFM) solutions, VoIP technologies, SIP services, and monitoring solutions, ensuring high availability, reliability, and optimal performance of business-critical communication services. The Cloud Solutions Engineer 2 supports enterprise voice and contact center operations through proactive monitoring, incident management, troubleshooting, change implementation, and system optimization. This position participates in a 24x7 on-call rotation to support critical communication services and collaborates with internal teams, vendors, and carriers to maintain service excellence, operational stability, and business continuity. The role also focuses on improving workflows, leveraging automation and AI-driven solutions, and identifying opportunities to increase efficiency across telecommunications and contact center operations. Key Responsibilities Provide operational support for Genesys Contact Center, Workforce Management (WFM), VoIP, SIP, and telecommunications platforms. Monitor, troubleshoot, and resolve voice, contact center, and carrier-related incidents in accordance with established service level objectives. Participate in a 24x7 on-call support rota