Technical Support

Indore, India

Permanent

Job Title: Senior Technical Support Engineer - Voice

Job Purpose:

The Genesys SME is responsible for the design, implementation, support, and optimization of Genesys contact center solutions. This role requires strong technical expertise in Genesys Cloud / PureEngage / PureConnect platforms, integration knowledge, and the ability to lead L2/L3 support and delivery operations. The SME acts as a technical authority and escalation point for complex incidents and solution design queries.

Qualification:

- Bachelor’s degree in IT, Computer Science, Electronics, or related discipline.
- ITIL Foundation or equivalent process certification desirable.

Certification: Genesys Certifications (GCXD, GCSS, or equivalent) are highly preferred.

Experience: 5 – 10 years

Responsibilities:

- Provide expert-level technical support for Genesys-based contact center environments (on-prem or cloud).
- Handle incident management, problem analysis, and root cause resolution for Genesys voice, routing, and IVR systems.
- Design, configure, and implement Genesys routing strategies, call flows, and integrations.
- Lead and mentor L1/L2 teams in day-to-day operations and troubleshooting.
- Coordinate with application, network, and telephony teams for cross-functional issue resolution.
- Perform system health checks, capacity monitoring, and performance tuning.
- Support upgrades, patching,



and migration activities for Genesys environments.
- Work with business stakeholders to understand requirements and implement custom routing logic or workflows.
- Document solutions, SOPs, and maintain configuration repositories.
- Collaborate with OEM/vendor (Genesys) for critical escalations and product support.

Mandatory:

- Strong hands-on experience with one or more of the following:
- Genesys Cloud CX (PureCloud)
- Genesys Engage / PureEngage
- Genesys PureConnect
- Proficiency in:

- Routing (Composer, ORS, GVP, SIP Server, URS, CCPulse)
- IVR and CTI integration
- SIP, VoIP, and telephony protocols
- Integration with CRM systems (Salesforce, ServiceNow, etc.)
- Scripting and automation knowledge (Java, Python, or Genesys-specific tools) preferred.
- Experience with cloud deployments (AWS, Azure) and API integrations is an advantage.
- Working knowledge of ITIL processes and change management.
- Incident and problem resolution time (SLA adherence).
- Platform uptime and performance stability.
- Successful implementation of configuration changes and enhancements.
- Knowledge sharing and documentation completeness.
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management.
- Ability to lead technical discussions and mentor junior engineers.
- Versatile to work in 24x7 support environment or rotational shifts if required.

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