Company : SmartConnect Technologies | UNFYD Products
Experience : 1-7 years
Location : Mumbai / Bangalore
No. of Openings: 8
Role Overview
SmartConnect Technologies is looking for a skilled Genesys Engineer with experience in Genesys Engage and/or Genesys Cloud CX to support, configure, integrate and troubleshoot contact centre solutions.
Key Responsibilities
- Configure, support and maintain Genesys contact centre platforms and associated components.
- Manage IVR, ACD, call routing, CTI and SIP-related configurations.
- Develop and maintain call flows, routing logic and IVR workflows.
- Troubleshoot application, telephony, integration and production issues.
- Work on CRM integrations, web services APIs and digital contact centre channels.
- Support contact centre integrations with enterprise applications and third-party systems.
- Monitor system performance, investigate incidents and ensure timely resolution in line with SLAs.
- Collaborate with development, infrastructure, network and operations teams for issue resolution and deployments.
- Maintain technical documentation, configuration records and support procedures.
Technical Skills 1.
Genesys Engage
- Genesys Engage platform
- Genesys Composer
- SIP, IVR and CTI
- Call routing and contact centre integrations
- Linux and Windows environments
- SQL and database fundamentals
2. Genesys Cloud CX
- Genesys Cloud CX platform
- Genesys Architect
- ACD, IVR and routing
- Web Services APIs
- SIP and CRM integrations
- Digital channels and cloud contact centre operations
Required Skills
- Hands-on experience with Genesys Engage and/or Genesys Cloud CX.
- Strong troubleshooting and analytical skills.
- Understanding of contact centre architecture, telephony and call flows.
- Ability to work with cross-functional teams and manage production incidents.
- Positive communication skills and a customer-focused approach.
Preferred Profile Candidates with experience in contact centre implementation, configuration, migration, integration or production support will be preferred.
Note: Experience in either Genesys Engage or Genesys Cloud CX is relevant. Candidates with exposure to both platforms will have an added advantage.