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 setting. 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
📌 Genesys Dialer Support Lead (Gurugram)
🏢 Qualtech Edge
📍 Gurugram
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