Core Responsibilities:
Day-to-day support and maintenance of Genesys PureCloud Solutions
MACD on Genesys, including call flows, SIP trunks etc
Act as L3 support during issues and drive towards resolution
Work with various internal external application teams on integrating their platform with Genesys
Migration and implementation of Genesys PureCloud Solution
Monitor project progress and adjust as necessary to ensure successful project delivery.
Creation of Documentation and Knowledge base
Responsible for managing incident and service requests
Manage and coordinate team activities, working closely with different support groups.
Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.
Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects.

Skills and Experience:
Hands on experience on troubleshooting Genesys PureCloud solutions




Positive knowledge of APIs and integrating with 3rd party applications.
Experience in migration and implementation of Genesys PureCloud
Robust understanding of business requirements and ability to convert to solutions.
Knowledge of Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
Positive knowledge of Gateway configuration and Genesys SIP Trucking and Dial Plans.
Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
Can explain the issue clearly to the Vendor and provide necessary information correctly if the Vendors need it
Knowledge of network routing, VOIP Protocols, SIP Responses, Handshake communication etc.

📌 Sr Staff Engineer It Chennai
🏢 R1 RCM Global Private
📍 Chennai