Track Lead (Support & Operations)

Experience: 7 to Not Available years

Location: Bangalore, India

Skills: Genesys Contact Center, L3 support, system diagnostics, Genesys Engage, Genesys Cloud, SIP, VoIP, telephony protocols, ITIL processes, incident management, documentation skills

Job Summary
Operations Management with focus on continuous improvement, problem-solving, meeting client SLAs, and empowering teams through effective people management.

Key Responsibilities
1. Enhance operational systems to facilitate improved management reporting, streamline information flow, optimize business processes, and support organizational planning.
2. Understand client requirements and accountable in ensuring support team is meeting client expectations.
3. To lead and mentor the project team and ensure transparent communication of project goals.
4. Bringing new ideas and innovation for process development and overall organizational progress.
5. To provide solutions commensurate with the customers’ needs within the ambit of the given workplace so as to lead to business results.

Skill Requirements
• Provide L3 support for Genesys Contact Center components including routing, reporting, and voice infrastructure.
• Lead resolution of complex and escalated issues from L2 support.
• Perform advanced troubleshooting and system diagnostics.
• Collaborate with engineering and development teams for bug fixes and enhancements.




• Provide technical guidance and mentorship to L2 support engineers.
• Participate in architecture reviews and platform optimization initiatives.
• Monitor system health and proactively identify and resolve issues.
• Troubleshoot incidents related to Genesys Engage, Genesys Cloud, SIP Server, GVP, Workspace, and other modules.
• Collaborate with L1 support and escalate unresolved issues to L3 or vendor support.
• Perform root cause analysis and implement preventive measures.
• Document incidents, resolutions, and standard operating procedures.
• Participate in change management and deployment activities.
• Ensure compliance with SLAs and internal quality standards.

Required Skills and Experience:
• Minimum 7 years of experience in Genesys Contact Center support.
• Proven expertise in debugging and resolving complex platform issues.
• Experience in performance tuning and capacity planning.
• Strong understanding of Genesys architecture and components.
• Experience with Genesys Engage or Genesys Cloud platforms.
• Familiarity with SIP, VoIP, and telephony protocols.
• Proficiency in troubleshooting tools and techniques.
• Knowledge of ITIL processes and incident management.
• Excellent communication and documentation skills.

Preferred Qualifications:
• Genesys certifications such as GCP or GCA.
• Experience with CRM, IVR, and CTI.
Other Requirements
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