At Xerox we make work work For more than 100 years Xerox has continually redefined the workplace experience From the office to industrial environments our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture Learn more at and explore our Position Overview Lexmark is now a proud part of Xerox bringing together two trusted names and decades of expertise into a bold and shared vision When you join us you step into a technology ecosystem where your ideas skills and ambition can shape what comes next Whether you re just starting out or leading at the highest levels this is a place to grow stretch and make real impact-across industries countries and careers From engineering and product to digital services and customer experience you ll help connect data devices and people in smarter faster ways This is meaningful connected work-on a global stage with the backing of a company built for the future and a robust benefits package designed to support your growth well-being and life beyond work Role PurposeThe Genesys Cloud Support Specialist is responsible for the operational management configuration support and continuous improvement of the Genesys Cloud contact center platform The role ensures high availability excellent service performance and efficient delivery of change while acting as a key interface between internal teams end users and external support groups Key Responsibilities Platform Operations Administration Perform daily Genesys Cloud health checks including DID TFN test calls and validation of system response behaviour Monitor Genesys Cloud system status and platform availability notify the service desk of planned unplanned outages or service disruptions Manage and respond to incidents and service requests raised through the Xerox ticketing system Conduct MACD Move Add Change Delete operations including User roles skills workgroups wrap codes Stations managed phones Status messages recording policies Schedules schedule reports Standard dial plan changes Add or modify call routing flows using Genesys Architect Capture logs diagnostic data and troubleshoot platform issues Provide real-time resolution of issues discovered during checks or raised by users Support configuration and scheduling of both ad-hoc and historical reporting Incident Management Act as Incident Owner for Genesys Cloud platform issues Participate in incident triage and provide platform expertise Escalate tier-III or code red incidents to Genesys Care or other higher tier support teams Participate in Sev1 and Sev2 incident calls and ensure timely communication to stakeholders Ensure delivery of RCA for all Sev1 and Sev2 incidents within agreed timelines Change Management Enhancements Deliver configuration changes enhancements and optimisations to the Genesys Cloud environment Implement pre-approved changes in alignment with ITIL change processes Perform changes submitted through Service Requests e g Holiday schedules Open close updates Announcement changes call flow updates For requests exceeding standard support thresholds e g 40 hours Facilitate requirements gathering Coordinate with Professional Services Support delivery migration and operational handover Maintain accurate operational documentation following changes General Responsibilities Perform unplanned activities or priority shifts directed by the Service Owner SPOC Support transition activities for new features current sites or new platform components Ensure all platform work adheres to governance security and service management standards Skills Experience Essential Hands-on operational experience administering Genesys Cloud CX Strong understanding of contact centre technologies routing IVR telephony SIP queues skills ACD behaviour Experience with incident problem and change management processes ITIL-aligned Ability to troubleshoot call flows routing issues disconnects and platform anomalies Experience working with vendor support teams e g Genesys Care Strong documentation skills and ability to produce clear procedures Ability to coordinate major incidents and provide calm structured communication Competence in analysing logs and diagnostic information Desirable Experience creating modifying call flows in Genesys Architect Working knowledge of reporting within Genesys Cloud Understanding of network fundamentals related to VoIP and cloud telephony Experience supporting enterprise contact centre environments ITIL Foundation certification Knowledge of integrations APIs web services bots beneficial but not mandatory Behaviours Competencies Strong ownership mindset with a customer-focused approach Excellent communication skills - able to interface with users managers vendors and technical teams Highly organised with the ability to manage multiple priorities Problem-solver with analytical thinking and attention to detail Collaborative team player with a proactive improvement mindset Confident handling urgent and high-pressure incident situations Qualifications Bachelor s degree in computer science Information Technology or related field or equivalent work experience Share this job Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race color creed religion ancestry national origin age gender identity or expression sex marital status sexual orientation physical or mental disability use of a guide dog or service animal military veteran status citizenship status basis of genetic information or any other group protected by law Learn more at https www xerox com en-us jobs connection and explore our commitment to connection and belonging People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation s by sending an e-mail to XeroxTARecruiting xerox com Be sure to include your name the job you are interested in and the accommodation you are seeking 2026 Xerox Corporation All rights reserved Xerox and Xerox and Design are trademarks of Xerox Corporation in the United States and or other countries

📌 It Applications 3 (Kolkata)
🏢 Xerox
📍 Kolkata