Role: Genesys & IVR Platform Support Engineer

Primary Skills: Genesys, IVR, AWS Deployment

Experience: 6 Years

Location: Pune, Hyderabad, Bhubaneswar, Noida, Bangalore Job Summary

We are looking for a Genesys & IVR Platform Support Engineer with 5+ years of experience in supporting enterprise IVR and Genesys environments . The ideal candidate should possess strong expertise in Genesys, SIP, telecom technologies, and AWS deployment (mandatory), along with experience supporting cloud and on-premises IVR platforms.

The role involves managing and supporting global Interactive Voice Response (IVR) applications, assisting with deployments across AWS and on-premises environments, monitoring platform health, troubleshooting production issues, and ensuring high availability across multiple regions (AMR, EMEIA, and JAPAC).

Key Responsibilities Platform Support & Operations

- Support and maintain enterprise-wide Genesys IVR platforms across cloud and on-premises environments.
- Monitor the availability, performance, and stability of IVR applications across global regions.
- Perform production support, incident management, troubleshooting, and root cause analysis.
- Ensure maximum uptime and rapid resolution of critical production issues.
- Participate in on-call support, including evening and weekend coverage as required.

AWS Deployment & Infrastructure
- Deploy and support IVR applications on AWS infrastructure.

- Manage AWS resources including

- EC2
- S3

- Auto Scaling

- CloudFormation

- CloudWatch
- Assist with infrastructure provisioning and deployment automation.
- Monitor AWS services and optimize platform performance.

Genesys & Telecom Administration
- Configure and support Genesys platform components.
- Work with Genesys Configuration Manager for application administration.
- Troubleshoot SIP call flows and telecom-related issues.
- Support IVR routing,



voice applications, and Digital Readiness (IRD) solutions.

System Administration
- Administer Linux/Unix environments.
- Perform application deployments on Apache Tomcat and Apache HTTP Server.
- Execute MySQL queries for troubleshooting and operational support.
- Monitor logs using Splunk and perform log analysis.
- Diagnose network connectivity issues using networking utilities.

Collaboration & Documentation
- Coordinate with application development teams, infrastructure teams, telecom teams, and external vendors.
- Participate in change management, deployment planning, and release activities.
- Prepare operational documentation, SOPs, and knowledge base articles.
- Follow ITIL processes for Incident, Problem, and Change Management.

Must-Have Skills
- 5+ years of experience supporting Genesys IVR platforms.
- Hands-on experience with AWS Deployment (Mandatory).

- Robust knowledge of

- Genesys Platform

- IVR Technologies

- Telecom Systems

- SIP (Session Initiation Protocol)

- Experience with AWS services

- EC2
- S3

- Auto Scaling

- CloudFormation

- CloudWatch
- Experience with Linux/Unix (Linux/macOS).
- Strong command of MySQL queries and database troubleshooting.
- Good understanding of networking fundamentals:

- Ping

- NSLookup

- Netcat

- Traceroute

- TCPDump
- Experience with Apache Tomcat and Apache HTTP Server.
- Hands-on experience using Splunk for monitoring and log analysis.
- Experience with Genesys Configuration Manager.
- Strong troubleshooting and analytical skills.
- Excellent communication and collaboration skills.

Good-to-Have Skills
- Experience with CI/CD deployment pipelines.
- Knowledge of AWS Infrastructure as Code (Terraform or CloudFormation).
- Experience with enterprise contact center platforms.
- Familiarity with monitoring and observability tools.
- Exposure to DevOps practices.
- ITIL process knowledge.

📌 Genesys & IVR Platform Support Engineer (Bengaluru)
🏢 VMC Soft Technologies
📍 Bengaluru