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
- Valuable communication Written and Oral

Key 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 Requirements:

- 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

Preferred Skills:

TIG->Standard TIG

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