nAbout the Company

n

nGenesys Cloud Engineer

nRole Overview

nThe Senior Genesys Cloud Engineer (Managed Services) provides high-tier technical support, proactive maintenance, and continuous optimization for multi-tenant or multi-client Genesys Cloud CX environments. Operating as a senior individual contributor, this role focuses on maintaining strict SLAs, resolving complex incidents, executing service requests, and driving platform stability.

nKey Responsibilities

n

n
- Own the Ticket Lifecycle: Take charge of Tier 3/4 incidents and complex service requests from receipt to resolution, hitting client SLAs consistently.
n
- Keep the Lights On: Handle daily admin tasks, routing updates, and IVR modifications across diverse client environments.
n
- Fix the Root Cause: Go beyond quick fixes. When major incidents happen, you'll perform Root Cause Analysis (RCA) and implement permanent solutions.
n
- Monitor Platform Health: Keep a close eye on system performance, API limits, and edge connectivity to catch and resolve issues before the client notices.
n
- Guide Our Clients: Act as a trusted advisor, walking clients through platform updates, feature deprecations, and optimization opportunities.
n
- On-Call Rotation: Participate in a shared engineering on-call schedule to support critical after-hours issues.
n

nRequired Technical Skills & Genesys Cloud Topics

n

n
- Architect &

• Routing: Advanced design, modification, and troubleshooting of Genesys Cloud Architect flows, Inbound/Outbound routing, Predictive Routing, and automated Callback strategies.

n
- Telephony &

• Edge: Deep expertise in Genesys Cloud Voice, BYOC (Bring Your Own Carrier) cloud/premises deployments, Edge appliance pairing, and SIP/WebRTC trunking.

n
- Digital Channels: Support and configuration of Omnichannel Digital channels including Web Messaging, SMS (Alphanumeric SenderIDs), Email (Header parsing),



and Social Media integrations.
n
- AI &

• Automation: Troubleshooting and optimization of Genesys AI tools, including Bot Flows (Bot Transcription Connectors), Agent Copilot configurations, and Speech and Text Analytics (Conversation Intelligence &

• Topic phrases).

n
- WEM &

• WFM: Configuration and issue resolution within Workforce Engagement Management (WEM), including Workforce Management (WFM) scheduling, Quality Management (Evaluations), and Gamification modules.

n
- APIs &

• Data Actions: Experience diagnosing Genesys Cloud Public REST APIs, Data Actions (OAuth Client Credentials for CRM), Webhooks, and Event Bridge event streaming.

n
- Integrations: Troubleshooting pre-built CX Cloud integrations for Salesforce, ServiceNow, or Zendesk, ensuring proper screen pops and data-dip functionality.
n
- Identity &

• Access: Managing platform security, SAML Single Sign-On (SSO) multi-provider configurations, and Multi-Factor Authentication (MFA) device overrides.

n
- Reporting &

• Analytics: Configuring and extracting data from Genesys Performance Views, Real-time Dashboards, Energetic Wrap-up codes, and CX Analytics APIs.

n

nExperience and Qualifications

n

n
- Minimum of a bachelor’s degree or Higher
n
- Experience: Minimum 5+ years in contact center engineering, with 2+ years specifically in a Managed Service Provider (MSP) or multi-client support environment.
n
- Role Type: Proven track record as a high-performing Individual Contributor (IC) capable of working independently without direct supervision.
n
- Process: Strong working knowledge of ITIL frameworks (Incident, Problem, and Change Management).
n
- Certifications: Minimum - Genesys Cloud CX Certified Professional (GCP)
n

nSoft Skills

n

n
- Calm under pressure during high-severity client outages.
n
- Strong client-facing communication and relationship management skills.
n
- Excellent technical documentation habits.
n

n

📌 Technical Support Engineer (Hyderabad)
🏢 C1 Global Innovation u0026 Capability Center
📍 Hyderabad