Genesys Lead Consultant

About Us:
Infosys is a global leader in next-generation digital services and consulting . We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem.
Recognized as the #1 Top Employer in Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI-first organization, we empower our people to work on next-generation technologies, continuously learn, and create impact at scale-supported by a culture rooted in care, inclusion, and excellence.
▶ Join Infosys and be part of a culture that's not just promised-it's certified. #TopEmployer2026 #ThriveAtInfosys
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Role Description: We're looking for a Lead Consultant - Genesys Cloud Contact Center to join our team.
We are seeking an experienced Genesys Cloud Lead Engineer to provide advanced technical support for contact center platforms based on Genesys Cloud CX. The role involves handling complex incidents, performing root cause analysis, supporting production environments, and working closely with Genesys, customers, and internal stakeholders to ensure high availability and performance of contact center solutions.
Location: Melbourne/Sydney,Australia
Salary: 129311- 142018 AUD Annual Gross
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes
Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
Roles and Responsibilities:

• Lead the team, observe the SLA and KPIs.
• Lead and resolve complete production down situation within SLA.
• Ensure patching activities follow approved change windows and rollback procedures.
• Take ownership of the Change Management process, including creation, first-level approval, and review of Change Management Plans for Genesys Cloud solutions, including PVT.
• Document changes, call flows, applications, and operational procedures.
• Provide KT to team members.
• Prepare KB articles.
• Provide Level 3 technical support for Genesys Cloud CX across voice and digital channels
• Troubleshoot complex issues related to:
  • Voice (SIP, telephony, call flows)
  • ACD, IVR, routing, queues
  • Digital channels (Chat, Email, Messaging)
  • Workforce Engagement (WFM/WEM)
• Perform root cause analysis (RCA) and implement permanent fixes
• Work closely with Genesys Support, telecom carriers, and cloud providers to resolve critical issues
• Support production incidents, including participation in on call / after-hours support as required
• Assist with platform upgrades, configuration changes, and new feature enablement
• Review logs, traces, and analytics to diagnose system and performance issues
• Provide guidance and mentoring to L1/L2 support teams
• Ensure adherence to SLA, ITIL, and incident/problem/change management processes
• Create and maintain technical documentation, SOPs, and knowledge base articles
• Collaborate with project, engineering, and operations teams during deployments and transitions
• Experience and skills in designing and developing Agent Copilot (Agent Assist) solutions using Genesys Cloud CX.
• Build, develop, configure, and troubleshoot Genesys Cloud AI solutions.
• Strong experience and knowledge of Salesforce and ServiceNow (SNOW) integrations, including customizations and enhancements.

Essential:

• Bachelor's or master's degree in computer science, Information Technology, or a related field
• Over 9 years of experience in Support, operations and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platforms.

Preferred :

• Certifications:
  • Genesys Cloud: Professional Certification (GC-GCP)
  • Genesys Cloud CX: Architect Certification (GCX-ARC) preferred.
• Experience: Previous experience supporting Geneys Cloud, Nice CXone, Amazon Connect Contact Center products.

Required Skills & Experience
Mandatory:

7+ years of experience in Contact Center support or engineering

5+ years hands on experience with Genesys Cloud CX

Strong knowledge of:

SIP, VoIP, telephony concepts

Call routing, IVR, flows, and queues

REST APIs and integrations

• Experience with incident management in enterprise production environments
• Strong troubleshooting and analytical skills
• Experience working with cloud platforms (AWS preferred)

Good to Have:

Experience with Genesys Architect, Admin, Analytics, WFM/WEM

Knowledge of telecom carriers and PSTN integrations in Australia

Scripting or automation experience (Python, PowerShell, etc.)

ITIL Foundation certification

In addition to compensation aligned with your role, you'll have access to a wide range of benefits that support your health, career growth, and overall well-being (AU)

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case-by-case basis)
• Health Insurance Discount and Well-being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infy_REC_Helpdesk@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."

Client-provided location(s): Melbourne, Australia

Job ID: Infosys-147196BR

Employment Type: OTHER

Posted: 2026-04-22T18:44:01