About the Company

Genesys Cloud Engineer Role Overview The 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. Key Responsibilities Own the Ticket Lifecycle: Take charge of Tier 3/4 incidents and complex service requests from receipt to resolution, hitting client SLAs consistently. Keep the Lights On: Handle daily admin tasks, routing updates, and IVR modifications across diverse client environments. Fix the Root Cause: Go beyond quick fixes. When major incidents happen, you'll perform Root Cause Analysis (RCA) and implement permanent solutions. Monitor Platform Health: Keep a close eye on system performance, API limits, and edge connectivity to catch and resolve issues before the client notices. Guide Our Clients: Act as a trusted advisor,



walking clients through platform updates, feature deprecations, and optimization opportunities. On-Call Rotation: Participate in a shared engineering on-call schedule to support critical after-hours issues. Required Technical Skills & Genesys Cloud Topics Architect & Routing: Advanced design, modification, and troubleshooting of Genesys Cloud Architect flows, Inbound/Outbound routing, Predictive Routing, and automated Callback strategies. Telephony & Edge: Deep expertise in Genesys Cloud Voice, BYOC (Bring Your Own Carrier) cloud/premises deployments, Edge appliance pairing, and SIP/WebRTC trunking. Digital Channels: Support and configuration of Omnichannel Digital channels including Web Messaging, SMS (Alphanumeric SenderIDs), Email (Header parsing), and Social Media integrations. AI & Automation: Troubleshooting and optimization of Genesys AI tools, including Bot Flows (Bot Transcription Connectors), A

📌 Technical Support Engineer (Mumbai)
🏢 C1 Global Innovation & Capability Center
📍 Mumbai