Job Description Genesys Dialer Support Lead

Experience: 8 15 Years

Location: Gurugram

About the Role: We are seeking an experienced Genesys Dialer Support Lead to manage and lead the L1/L2 support operations for a large enterprise Contact Center environment. The candidate will lead a team of 5 10 support engineers, coordinate with business stakeholders, manage incidents, service requests, and change requests, while ensuring high platform availability and service excellence.

Key Responsibilities

Production Support Operations

Lead day-to-day L1/L2 support for the Genesys Dialer and CRM platform.

Ensure uninterrupted operation of outbound dialling campaigns and contact center services.

Monitor production systems, troubleshoot issues, and coordinate timely resolution.

Handle production incidents, service requests, and operational escalations.

Perform root cause analysis (RCA) and implement preventive measures.

Ensure adherence to agreed SLAs and operational KPIs. Genesys Platform Support

Support and troubleshoot the Genesys Dialer platform.

Work on campaign configuration, dialling strategies, call routing, and agent-related issues.

Coordinate with Genesys product support teams for product-related issues.

Assist in deployment of configuration changes and production releases.

Support CRM integration with the Genesys platform. Team Leadership

Lead and mentor a team of 5 10 L1/L2 support engineers.

Allocate work, monitor team performance, and ensure timely ticket resolution.

Conduct regular review meetings and provide technical guidance.





Manage shift planning and resource allocation where required.

Ensure adherence to ITIL support processes and operational standards. Stakeholder Management

Act as the primary point of contact for business users and client stakeholders.

Coordinate with internal teams, vendors, and Genesys support teams.

Provide regular status updates, incident reports, and operational dashboards.

Participate in governance meetings and service review discussions.

Change Release Management

Review and implement approved Change Requests (CRs).

Support production deployments and release activities.

Ensure proper documentation, rollback planning, and change validation.

Maintain operational documentation and knowledge base.

Required Skills Mandatory

8 15 years of IT experience.

Strong hands-on experience with the Genesys Dialer platform.

Experience supporting Genesys CRM or integrated CRM environments.

Experience managing L1/L2 production support for enterprise contact center applications.

Proven experience leading teams of 5 10 members.

Strong knowledge of

- Outbound Dialer Operations
- Campaign Management
- Call Routing
- Contact Center Operations
- Agent Desktop Support

Experience with Incident, Problem,



and Change Management.

Strong troubleshooting and analytical skills.

Excellent communication and stakeholder management abilities.

Preferred Skills:

Experience working in enterprise contact center support environments.

ITIL Foundation certification or equivalent experience.

Experience with ServiceNow, Jira, or similar ITSM tools.

Basic SQL knowledge for troubleshooting.

Exposure to production monitoring and reporting tools.

Experience in transition and stabilization projects.

Preferred Qualifications:

Bachelors degree in Engineering, Computer Science, Information Technology, or a related field. ITIL certification is preferred.

Genesys certifications are an added advantage.

Ideal Candidate Profile:

8 15 years of experience in Contact Center technologies with a robust focus on Genesys products.

Hands-on experience supporting Genesys Dialer in a production environment.

Experience leading L1/L2 support teams of 5 7 members.

Strong understanding of Contact Center operations, outbound dialling, and CRM integrations.

Experience managing production incidents, change requests, releases, and stakeholder communications.

Ability to lead transition, stabilization, and ongoing support activities in an enterprise environment

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Genesys Dialer Support Lead (Gurugram)
🏢 Qualtech Edge
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