Job Summary

We are seeking a Genesys Contact Center Engineer with 1-2 years of experience in Contact Center technologies and IVR solutions. The candidate should have hands-on exposure to Genesys platforms, call flows, routing strategies, IVR development, and contact center support operations.

Responsibilities

- Support and maintain Genesys Contact Center applications.
- Configure and troubleshoot IVR call flows and routing strategies.
- Monitor contact center performance and resolve incidents.
- Work with business and support teams to implement call handling requirements.
- Manage inbound and outbound call routing configurations.
- Troubleshoot voice, call flow, and agent-related issues.
- Support UAT, production deployments, and post-deployment validation.
- Document processes and configurations.

Mandatory Skills
- Genesys
- Contact Center
- IVR

Technical Requirement




- 1-2 years of experience in Genesys Contact Center technologies.
- Hands-on experience with IVR call flows and routing.
- Understanding of Contact Center operations and call management.
- Experience in incident management and production support.
- Basic knowledge of SIP, VoIP, CTI, and telecom concepts.
- Experience with ticketing tools and support processes.

Additional Responsibility Preferred Skills
- Genesys Cloud
- Genesys Engage
- Architect
- Call Routing
- Voice Bots
- Chat Bots
- NICE CXone
- CRM Integration
- SQL basics

Educational Requirement

MTech, Bachelor of Engineering, BTech

Preferred Skills

Technology->Communication->IVR/CCT->Genesys, Technology->Infrastructure-Contact Center->ContactCenter model

Service Line

- Engineering Services

📌 Genesys Engineer (Bengaluru)
🏢 Infosys
📍 Bengaluru