Role & responsibilities

Key Responsibilities:

- Design and implement Genesys Cloud CX voice and digital solutions
- Configure SIP trunks, telephony, IVR (Architect), queues, routing, and skills
- Develop and maintain Architect flows (Inbound, Outbound, Callbacks, IVR)
- Integrate Genesys Cloud with SBCs (AudioCodes) and enterprise systems
- Configure DTMF, codecs, RTP/SRTP, call recording, and media settings
- Implement outbound dialing (preview, power, predictive)
- Configure call recording, quality management, and analytics
- Troubleshoot call issues (one-way audio, DTMF, call drops, latency)
- Perform UAT, go-live support, DR drills, and production support
- Work with network, security, and bank IT teams
- Raise and manage Genesys support cases
- Prepare solution documents, RCA, SOPs, and audit artifacts

Technical Skills:

- Genesys Cloud CX (Voice, Architect, Admin, Analytics)
- SIP, RTP, SRTP, RFC 2833, SIP INFO
- SBCs: AudioCodes
- IVR & Call Routing
- Outbound Campaign Management
- Call Recording & QM
- REST APIs & Integrations (basic)

Thanks & Regards, Kannayya V | Talent Acquisition Executive | India Staffing

Cell: +91 (phone hidden)

E-Mail: [email protected] | Website: www.finalsearch.io

📌 Genesys Cloud Support Engineer (Kolkata)
🏢 FSP Solutions
📍 Kolkata