Job Description
- Work experience on Genesys PureCloud voice {Contact Center}.

- Work experience on call flow .

- Work experience on GCV and SIP BYOC carriers.

- Knowledge / Work experience of Genesys APIs

- Positive communication (Written and Oral).
Roles Responsibilities
- Work on BAUs (Incidents and Requests) of various projects located across regions as per agreed SLA.

- Troubleshooting of WebRTC clients / BYOC trunks / SIP / Voice Quality and coordinate with relevant stakeholders/Vendors until the issue gets resolved.

- Communicate to Lead(s)/Manager(s) about escalated/recurring issue(s) and work with the team for fix/permanent solutions.

- Change Management: Implement/Configure LLD as per business requirements (Trunks/Call flows/Contact center parameters).

- End user Training:



Address end user queries related to various Contact Center parameters/performance reports of Genesys cloud and training requests.

- Documentation: Ensure to maintain records, Project documentation, Creation / amendment of User guide/Troubleshooting guide.
Technical Requirement
- Work experience of AI and Automation using Genesys cloud.

- Work experience of various CRM integrations like (ServiceNow, Salesforce, etc.) with Genesys cloud.

- Work experience of international Contact Center clients.

- Work experience of other CCaaS platforms.
Educational RequirementBE
Preferred SkillsTIG->Standard TIG
Service LineComputers Communications Division

📌 Senior Systems Engineer - IT Service Management (Pune)
🏢 Infosys BPM
📍 Pune