Job Summary

We are looking for experienced Genesys Contact Center IVR Professionals to design, develop, implement, and support enterprise contact center solutions. The ideal candidate should have hands-on experience in Genesys platforms, IVR development, call routing strategies, CTI integrations, contact center operations, and customer experience solutions.

Responsibilities

- Design, develop, and support Genesys Contact Center solutions.
- Configure and maintain IVR applications, call flows, routing strategies, and reporting solutions.
- Work on Genesys components such as GVP, Composer, IRD, Routing, SIP Server, UCS, CME, WFM, and Reporting tools.
- Develop and troubleshoot voice applications and self-service solutions.
- Integrate contact center platforms with CRM and third-party applications.
- Monitor system performance and ensure high availability of contact center environments.
- Perform root cause analysis and resolve production issues.
- Collaborate with business stakeholders to gather requirements and implement solutions.
- Participate in deployments, upgrades, migrations, and system enhancements.

Required Skills
- Strong experience in Genesys Contact Center Platform.
- Hands-on experience in IVR Design Development.
- Knowledge of Call Routing, SIP, CTI, Voice Gateway, and Telephony Concepts.




- Experience with Genesys Engage/Cloud CX environments.
- Understanding of Contact Center Operations and Customer Experience solutions.
- Experience with troubleshooting and production support.
- Basic knowledge of SQL, APIs, and integration technologies.
- Excellent communication and stakeholder management skills.

Technical Requirement
- Genesys Cloud CX Certifications.
- Experience in CRM integrations (Salesforce, Dynamics, ServiceNow, etc.).
- Exposure to AWS/Azure cloud environments.
- Understanding of reporting and analytics tools

Additional Responsibility
- Genesys Engage / Genesys Cloud CX
- Contact Center Technologies
- IVR Design Development
- Call Routing Call Flow Design
- SIP, CTI, Telephony Integration
- Voice Bots Self-Service Applications
- Production Support Troubleshooting

Valuable to Have Skills
- Salesforce / ServiceNow CRM Integration
- Java, .NET, APIs, Web Services
- SQL Database Knowledge
- AWS / Azure Cloud Exposure
- Reporting Analytics Tools
- Workforce Management (WFM)

Educational Requirement
- MCA, MSc, Bachelor of Engineering

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

📌 Genesys Engineer (Pune)
🏢 Infosys
📍 Pune