Genesys Support Engineer (ID: 2981)
Genesys Support Engineer (ID: 2981)
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10years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Manage inbound and outbound call queues troubleshoot calling issues and support users queues skills and schedules.
- Perform incident service request change and problem task management for Genesys PureCloud.
- Conduct root cause analysis (RCA) and implement preventative actions.
- Handle Moves Adds Changes and Deletions (MACD) for users queues and DID numbers.
- Develop integrate and test tasks and service requests as per business needs.
- Perform ad-hoc modifications such as small queue changes or routing updates.
- Architect script debug and maintain IVR call flows including complex call routing inter-routing and call flow merging.
- Support migration projects from Cisco to Genesys including BYOC setup.
- Set up and troubleshoot Salesforce CRM CTI Integration and IVR API configurations.
- Configure SIP trunking from Edge to SBC and analyze Edge logs for diagnostics.
- Design and implement outbound campaign dialers and advanced IVR solutions using data tables and actions.
- Create and update knowledge base articles and coordinate with vendors and service providers.
- Ensure optimal end-user and customer experience through proactive management and support.
- 10 years of experience in supporting and administering Genesys PureCloud/Genesys Cloud CX environments.
- Strong understanding of contact center technologies call routing and IVR architectures.
- Hands-on experience with IVR scripting API configuration and Salesforce CTI Integration.
- Practical knowledge of Cisco to Genesys migration BYOC setup and SIP trunking integration.
- Familiarity with Edge troubleshooting log analysis and call flow debugging.
- Expertise in problem management including RCA and service improvement planning.
- Ability to manage multi-language support scenarios efficiently.
- Experience handling complex enterprise environments with a focus on customer satisfaction.
- Work independently and collaboratively in high-pressure customer-facing situations.
- Troubleshoot complex technical issues and provide sustainable resolutions.
- Design scalable IVR call flows and integrate APIs and data tables.
- Coordinate with internal teams vendors and third-party service providers.
- Document changes and solutions clearly in the knowledge base.
- A collaborative multicultural environment supporting major contact center transformation initiatives.
- Exposure to cutting-edge cloud communication platforms and enterprise integration challenges.
- Opportunities to lead complex migration and development projects.
- A dynamic team that values ownership problem-solving and continuous improvement.
- A platform for multilingual professionals to leverage both technical and communication strengths.
Let s Connect
Want to discuss this opportunity in more detail Feel free to reach out.
Recruiter: Hari Sankar R
Phone:; Extn : 132
Email:
LinkedIn: As a Genesys Support Engineer, you will: Manage inbound and outbound call queues, troubleshoot calling issues, and support users, queues, skills, and schedules. Perform incident, service request, change, and problem task management for Genesys PureCloud. Conduct root cause analysis (RCA) and implement preventative actions. Handle Moves, Adds, Changes, and Deletions (MACD) for users, queues, and DID numbers. Develop, integrate, and test tasks and service requests as per business needs. Perform ad-hoc modifications such as small queue changes or routing updates. Architect, script, debug, and maintain IVR call flows, including complex call routing, inter-routing, and call flow merging. Support migration projects from Cisco to Genesys, including BYOC setup. Set up and troubleshoot Salesforce CRM CTI Integration and IVR API configurations. Configure SIP trunking from Edge to SBC and analyze Edge logs for diagnostics. Design and implement outbound campaign dialers and advanced IVR solutions using data tables and actions. Create and update knowledge base articles and coordinate with vendors and service providers. Ensure optimal end-user and customer experience through proactive management and support. What You Bring to the Table: 10+ years of experience in supporting and administering Genesys PureCloud/Genesys Cloud CX environments. Strong understanding of contact center technologies, call routing, and IVR architectures. Hands-on experience with IVR scripting, API configuration, and Salesforce CTI Integration. Practical knowledge of Cisco to Genesys migration, BYOC setup, and SIP trunking integration. Familiarity with Edge troubleshooting, log analysis, and call flow debugging. Expertise in problem management, including RCA and service improvement planning. Ability to manage multi-language support scenarios efficiently. Experience handling complex enterprise environments with a focus on customer satisfaction. You should possess the ability to: Work independently and collaboratively in high-pressure, customer-facing situations. Troubleshoot complex technical issues and provide sustainable resolutions. Design scalable IVR call flows and integrate APIs and data tables. Coordinate with internal teams, vendors, and third-party service providers. Document changes and solutions clearly in the knowledge base. What We Bring to the Table: A collaborative, multicultural environment supporting major contact center transformation initiatives. Exposure to cutting-edge cloud communication platforms and enterprise integration challenges. Opportunities to lead complex migration and development projects. A dynamic team that values ownership, problem-solving, and continuous improvement. A platform for multilingual professionals to leverage both technical and communication strengths. Let s Connect Want to discuss this opportunity in more detail? Feel free to reach out. Recruiter: Hari Sankar R Phone: ; Extn : 132 Email: LinkedIn:
Employment Type
Full Time
