Genesys Engineer

Responsibilities

Design, develop, and support Genesys Contact Center solutions.

Configure and maintain IVR applications, call flows, routing strategies, and reporting solutions.

Work on Genesys components such as GVP, Composer, IRD, Routing, SIP Server, UCS, CME, WFM, and Reporting tools.

Develop and troubleshoot voice applications and self-service solutions.

Integrate contact center platforms with CRM and third-party applications.

Monitor system performance and ensure high availability of contact center environments.

Perform root cause analysis and resolve production issues.

Collaborate with business stakeholders to gather requirements and implement solutions.

Participate in deployments, upgrades, migrations, and system enhancements.

Required Skills

Strong experience in Genesys Contact Center Platform.

Hands-on experience in IVR Design & Development.

Knowledge of Call Routing, SIP, CTI, Voice Gateway, and Telephony Concepts.

Experience with Genesys Engage/Cloud CX environments.

Understanding of Contact Center Operations and Customer Experience solutions.

Experience with troubleshooting and production support.

Basic knowledge of SQL, APIs, and integration technologies.

Excellent communication and stakeholder management skills.

Additional Responsibilities

Mandatory Skills:

Genesys Engage / Genesys Cloud CX

Contact Center Technologies

IVR Design & Development

Call Routing & Call Flow Design

SIP, CTI, Telephony Integration

Voice Bots & Self-Service Applications

Production Support & Troubleshooting

Good to Have Skills:

Salesforce / ServiceNow CRM Integration

Java, .NET, APIs, Web Services

SQL Database Knowledge

AWS / Azure Cloud Exposure

Reporting & Analytics Tools

Workforce Management (WFM)

Technical and Professional Requirements

Genesys Cloud CX Certifications.

Experience in CRM integrations (Salesforce, Dynamics, ServiceNow, etc.).

Exposure to AWS/Azure cloud environments.

Understanding of reporting and analytics tools

Preferred Skills

• IVR/CCT
• ContactCenter model

Educational Requirements

MCA,MSc,Bachelor of Engineering