Job Summary

We are looking for an experienced Senior Systems Engineer IT Service Management with 6+ years of experience in IT service management and robust hands-on expertise in Genesys PureCloud (Genesys Cloud) Voice.

The candidate will be responsible for supporting and maintaining enterprise voice/contact-center settings, troubleshooting Genesys Cloud Voice issues, managing incidents and service requests, and ensuring high availability of voice and telephony services.

Key Responsibilities
Provide L2/L3 production support for Genesys PureCloud/Genesys Cloud Voice.
Monitor and troubleshoot voice, telephony, IVR, call routing, queues, and agent-related issues.
Configure and support Genesys Cloud components including:
Inbound/Outbound Voice ,IVR and Architect flows, Queues
Skills and routing, Agent profiles, Call flows,Number management
Business hours and schedules
Troubleshoot SIP, telephony connectivity, call quality, one-way audio, dropped calls, and routing issues.
Analyze Genesys Cloud logs, interaction details, traces, and performance metrics to identify root causes.
Manage incidents, service requests, problems,



and changes in accordance with ITIL processes.
Perform root-cause analysis for recurring voice and contact-center issues.
Coordinate with telecom carriers, network teams, application teams, and third-party vendors for issue resolution.
Support Genesys Cloud integrations with CRM, APIs, applications, and other enterprise systems.
Monitor system availability, voice quality, call performance, and service health.
Perform configuration changes, testing, deployment, and validation in Genesys Cloud.
Participate in SIT, UAT, regression testing, release management, and production deployments.
Maintain technical documentation, SOPs, knowledge articles, and troubleshooting guides.
Support incident escalations and provide timely communication to business stakeholders.
Participate in continuous improvement initiatives to improve service stability and operational efficiency.
Support upgrades, migrations, enhancements, and current voice/contact-center implementations.

📌 Senior Systems Engineer It Service Management Hyderabad
🏢 Hucon Solutions
📍 Hyderabad