Genesys Contact Center Engineer

Job Summary

We seek experienced professionals proficient in Genesys and related Contact Center technologies along with IVR solutions. This role involves designing, developing, configuring, integrating, and maintaining customer engagement platforms to ensure a smooth customer experience and efficient operations.

Key Responsibilities

• Design, develop, configure, and maintain Genesys Contact Center solutions.
• Implement, support, and enhance IVR applications along with call routing strategies.
• Configure and manage various Genesys components such as Framework, Routing, Composer, IRD, SIP Server, UCS, and GVP.
• Integrate contact center solutions with CRM systems, databases, and third-party applications to enable seamless operations.
• Troubleshoot and resolve issues impacting contact center production environments.
• Continuously monitor performance and ensure the high availability of contact center platforms.
• Develop call flows, routing strategies, self-service applications, and reporting mechanisms.
• Collaborate closely with business stakeholders to collect requirements and deploy appropriate solutions.
• Provide support across multiple engagement channels including Voice, Chat, Email, Social Media, and Omnichannel platforms.
• Contribute to system upgrade projects, migrations, and deployments of new contact center solutions.

Required Skills and Knowledge

• Extensive experience with the Genesys Contact Center Platform.
• Practical experience in IVR development and maintenance.
• Familiarity with Genesys Composer, GVP, IRD, SIP Server, and call routing strategies.
• Strong understanding of call center operations and contact center technology stacks.
• Knowledge of SIP, VoIP protocols, CTI, and telephony fundamentals.
• Proven troubleshooting skills for contact center infrastructure challenges.
• Advantageous to have experience with AWS or Azure cloud-based contact center implementations.
• Experience integrating with CRM platforms such as Salesforce, Dynamics, ServiceNow, etc.
• Good command of SQL and database management.
• Strong analytical capabilities and adept problem-solving skills.

Preferred Skills

• Experience working with Genesys Cloud CX platform.
• Familiarity with Workforce Management (WFM) systems.
• Knowledge of reporting and analytics tools for contact centers.
• Experience supporting omnichannel customer service platforms.
• Exposure to contact center migration and transformation initiatives.

Educational Qualification

Applicants must hold a BE, B.Tech, MCA, or an equivalent degree.

Eligibility

Open to any graduate meeting the educational qualifications above.