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
📌 Genesys Dialer Support Lead (Gurugram)
🏢 Qualtech Consultants
📍 Gurugram
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