Senior Systems Engineer It Service Management Pune Company: Infosys BPM Job Location: Pune, Maharashtra, India Employment Type: Full time 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).

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

Requirement BE Preferred Skills TIG->Standard TIG Service Line Computers Communications Division .

Industry

IT Services & Consulting

📌 Senior Systems Engineer It Service Management Pune
🏢 Infosys BPM
📍 Pune