Subject Matter Expert (Support&Ops;)

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Genesys Engage, Genesys Cloud CX, routing strategies, IVR development, SIP, SIP Server, CTI, multimedia routing, Genesys SDKs, APIs, Web Services, REST, SOAP, JSON, Java, .NET, JavaScript, cloud contact centre deployments, AWS, Azure, Workforce Management, Reporting, Analytics, debugging, performance optimization, telephony protocols, RTP, VoIP, networking, integration patterns, CI/CD pipelines, version control, Git, DevOps practices

Job Summary
To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5.



To validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements
• Strong hands-on experience in Genesys Engage (PureConnect/Infomart/Composer/Framework/IRD) or Genesys Cloud CX.
• Expertise in routing strategies, IVR development, SIP, SIP Server, CTI, multimedia routing.
• Experience with Genesys SDKs, APIs (Web Services, REST, SOAP, JSON), Java/.NET, JavaScript.
• Knowledge of cloud contact centre deployments, AWS/Azure preferred.
• Familiarity with Workforce Management (WFM), Quality Monitoring (QM), Reporting & Analytics.
• Strong debugging, troubleshooting, and performance optimization skills.
• Valuable understanding of telephony protocols (SIP, RTP, VoIP), networking, and integration patterns.
• Experience with CI/CD pipelines, version control (Git), and DevOps practices a plus.

Certifications
• Genesys Cloud CX: Professional Certification
• Genesys Cloud CX: Developer Certification
• Genesys Cloud CX: Architect Certification
• Genesys Cloud CX: Workforce Management Certification
• Genesys Cloud CX: Scripting Certification
• Genesys Cloud CX: Quality Management Certification
• Genesys Cloud CX: Outbound Certification
Other Requirements
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📌 Subject Matter Expert (Support&Ops) (Chennai)
🏢 HCL Technologies
📍 Chennai