SaaS Systems Engineer (Genesys Cloud, Contact Centre) Cape Town
Datafin IT Recruitment · Cape Town, Western Cape
Overview
Datafin is looking for a SaaS Systems Engineer in Cape Town to support hosted contact centre and voice platforms. You will work with Genesys Cloud CX, QContact, and VoIP systems to keep customers running smoothly. This is a great fit if you have a few years of IT support experience and want to specialise in cloud contact centre tech. You will join a dynamic team with a rotational standby of one weekend a month. Apply now if you are ready to troubleshoot and configure real-world systems for top clients.
About the role
As a SaaS Systems Engineer at Datafin IT Recruitment in Cape Town, you will be the go-to technical contact for customers running hosted contact centres and voice platforms. Once a customer's platform is live, you step in to resolve issues, adjust configurations, and keep their Genesys Cloud CX, QContact, and VoIP environments performing at their best.
Your day to day will involve troubleshooting incidents, handling change requests, and working within agreed SLAs to keep customers happy. You will support Genesys Architect flows, digital channels, SIP connectivity, and QA tools. You will also provide secondary support on VICIdial and the Windows, Linux, and Azure infrastructure behind customer platforms. Part of the role includes a rotational after-hours standby roster of one weekend a month.
Please note: No specific application instructions or documents were provided in the listing. Apply through the PNet portal as per the source link.
Requirements
- Matric / Grade 12
- Diploma in IT
- Microsoft Azure, AWS, or Fortinet certification
- 5 years experience in a mid-level IT support role
- Experience with VoIP and CCaaS or other SaaS platform support
- Hands-on Genesys Architect flow design, digital channels, SIP, and QA
- Background supporting customers on SaaS or hosted platforms, working to SLAs and ticketing systems
- Strong troubleshooting skills with a record of resolving customer issues
- VICIdial Administration experience
- Working knowledge of Windows Server administration and Azure infrastructure
- Genesys Cloud Certification (advantageous)
- Hands-on QContact experience (advantageous)
- Willingness to work a rotational standby shift of 1 weekend a month
Responsibilities
- Provide post-implementation technical support to customers on hosted SaaS contact centre platforms
- Support and maintain Genesys Cloud CX, including Architect flows, digital channels, SIP, and QA
- Support and maintain QContact environments
- Support VoIP services and SIP connectivity
- Log, troubleshoot, and resolve customer incidents through to resolution, escalating where required
- Handle customer change requests and configuration updates
- Keep customers informed and ticket records up to date, working within agreed SLAs
- Provide secondary support on VICIdial and on Windows, Linux, Azure, and network environments behind customer platforms
- Take part in the rotational after-hours standby roster
Job details
- Organisation
- Datafin IT Recruitment
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Mid (5+ years)
- Education
- Diploma
- Salary
- Negotiable / monthly
- Category
- IT & Software Development
- Application Method
- Apply online
Success Guide
Hello young job seeker! This role is a great opportunity if you have a solid IT support background and want to specialise in cloud contact centre technology. Datafin is a respected recruiter in Cape Town, so make sure your CV highlights any experience with Genesys, VoIP, SIP, or VICIdial. Even if you have not worked with all three, show your troubleshooting skills and willingness to learn. The rotational standby means you will need to be reliable and available one weekend a month, so mention your flexibility in your cover letter. Brush up on common interview questions about SLAs, ticket management, and cloud platforms. Good luck!
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