Description
Job Description: Genesys Contact CX Support Specialist

The Genesys Contact CX Support Specialist will be responsible for providing Level-2/3 support services, ensuring adherence to agreed service levels (SLA) with regard to Response Time and Restoration Time targets. you will play a pivotal role in designing, implementing, and managing our Genesys Cloud CX environment, ensuring it meets the evolving needs of our organization.

Required Qualifications

• Extensive & core experience working with Genesys Support and Cloud Architect

• Extensive experience in contact center operations, contact center technologies, and contact center strategies.

• Hands on experience with Genesys CTI Routing for multimedia, Voice and Outbound experience preferred a must.

• Expertise on developing strategies/workflows based on Service Level, Database driven, Skill based, threshold or Multi Site criteria

• Experience collaborating with stakeholders to translate business needs into user stories, including elicitation, analysis, and documentation.

• Expertise in contact center technologies,



including IVR, CRM, WFM, etc., with the ability to research and identify optimal solutions. Proficiency in documenting business and system requirements,

• Positive troubleshooting and log reading skills are a must

• Good understanding of large enterprise architecture and experience provide support end to end on contact center and related telecom services

• Ability to do Knowledge transfer & provide guidance to team members

• Extensive experience with Genesys platform and Cloud architecture

• Create , Manage and Enhancing IVR Self-Service and Voice bot for Call Delivery via ACD

• Administration and integrate with Microsoft Teams to enable agents to escalate complex issues

• Create and Manage outbound dialing campaigns

• Work closely with Genesys-Care to resolve product or Cloud platform-related issues.

• Manage and track issue investigation and resolution, ensuring proper change contr

📌 Genesys Contact CX Support Specialist (India)
🏢 Zensar Technologies
📍 India