Telecom Engineering - Genesys (Full Suite), IVR, Routing, Survey, SIP Endpoint || Noida / Gurgaon / Pune Location

Calling all innovators find your future at Fiserv.

Were Fiserv a global leader in Fintech and payments and we move money and information in a way that moves the world. We connect financial institutions corporations merchants and consumers to one another millions of times a day quickly reliably and securely. Any time you swipe your credit card pay through a mobile app or withdraw money from the bank were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

• Exp: 2 Years
• Location: Noida/ Pune / Gurgaon
• Shift: 7 AM to 4 PM OR 1 PM to 10 PM IST
• 5 Days from Office (No Work from Home)

What does a successful Contact Center Engineer do at Fiserv

We are seeking a Contact Center Engineer to manage and upkeep of our call center systems. This role includes troubleshooting issues implementing upgrades and collaborating with stakeholders across Contact Center Shared Services and IT departments. The ideal candidate will bring technical expertise and curiosity to our team. Strong skills in development technologies databases reporting tools orchestration tools telecom technologies infrastructure design and development tools CI/CD security and daily tooling are essential. A bachelors degree in computer science or a related field is required along with strong analytical and problem-solving skills excellent communication and collaboration abilities and a proven track record of delivering high-quality software solutions.

Required Skills and Qualifications:

Telecom Technologies: At least 3 years of experience with Genesys Engage/Cloud/ or equivalent contact center solution NICE/ Verint/ Any other CCaaS IVR Routing SIP Oracle SBC AudioCodes SBC Sonus SBC.

Development Technologies: .NET C# Python C/C VXML.

Databases: SQL Server Oracle PostgreSQL MySQL.

Reporting Tools: Splunk Power BI.

Infrastructure Technologies: OpenShift AKS containerization (k8s) VMs (Windows).

Design and Development Tools: Visio Whimsical Visual Studio VS Code Jupyter Lab Notepad SoapUI/Postman GitHub Copilot Atrium

CI/CD Tools: Jenkins Azure DevOps GitLab.

Security Tools: Fortify Web Inspect Sona type.

Daily Tooling: Jira Confluence Splunk Dynatrace Extra Hop Datadog.

Key Responsibilities (What will you do):

• Provide L1/L2/L3 support for Genesys Engage and Genesys Cloud platforms.
• Implement omnichannel solutions with strong functional and technical expertise.
• Specialize in Genesys Engage (On-Prem) for Routing IVR GA and GAX.
• Configure and manage contact center components including telephony queues routing and agent tools and integrate with backend systems using APIs.
• Integrate CRM systems and troubleshoot issues in voice/chat/email flows using logs (URS/ORS SIP Server Stat Server etc.).
• Monitor platform performance and run SQL queries for diagnostics.
• Deploy and upgrade applications/OS ensuring zero downtime releases.
• Participate in change management incident handling (P1 to P5) and escalation processes.
• Collaborate with cross-functional IT and business teams to support new features and enhancements.
• Manage and plan migrations from on-premises to cloud technologies. Develop design documents based on business requirements for application development.
• Mentor and guide software development teams to deliver high-quality solutions.
• Oversee daily design and development tasks ensuring timely delivery and adherence to best practices.
• Collaborate with cross-functional teams to ensure effective communication and alignment.
• Prioritize and multitask efficiently in a fast-paced environment.

What would be great to have:

Technical qualifications:

• Proficiency in telecom technologies including Genesys (Full Suite) IVR Routing Survey SIP Endpoint etc.
• Strong understanding of development technologies and techniques Framework/Core C# Python VXML and HTML/CSS/JS (React).
• Knowledge of databases such as SQL Server MongoDB Oracle PostgreSQL and MySQL.
• Experience with reporting tools like Splunk Cognos and Power BI.
• Knowledge of AI/ML technologies like NLP/NLU IBM Watson Azure Cognitive Services.
• Expertise in infrastructure technologies such as OpenShift Azure Kubernetes Service (AKS) containerization (k8s) and VMs (Windows).
• Utilization of design and development tools like Visio Whimsical Visual Studio VS Code Jupyter Lab Notepad and Postman.
• Proficiency in leveraging tools like GitHub Copilot Atrium etc. for various development activities viz. code generation vulnerabilities mitigation etc.
• Experience with CI/CD tools like Jenkins Azure DevOps and GitLab.
• Familiarity with security and scanning tools like Fortify Voltage Web Inspect and Sona type.
• Proficiency in daily tooling like Jira Confluence and Clarity.

Social qualifications:

• Exceptional analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Effective team player.
• Proven history of delivering high-quality software solutions.

Learn More About Fiserv:

At Fiserv we prioritize the total well-being of our associates by offering a comprehensive benefits package. This includes flexible and affordable options for medical dental vision life insurance and disability coverage.

We take pride in our #FISVProud benefits and well-being programs which focus on wellness education preventive services and fitness activities tailored to your needs.

While life moves fast and most people are not thinking about financial services we are. We facilitate the movement of money and information every minute of every day connecting financial institutions corporations merchants and consumers reliably and securely.

As a global leader in Fintech and payments Fiserv enables innovative financial services experiences that align with modern lifestyles. With approximately 44000 associates serving clients in over 100 countries we ensure that money moves when and where it is needed.

Our aspiration is to move money and information in a way that moves the world. Recognized as a FORTUNE five hundred company and one of FORTUNE Magazines Worlds Most Admired Companies for seven consecutive years we are committed to excellence and purposeful innovation.

We embrace diversity and are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status.

Explore career possibilities with Fiserv and Find Your Forward with us.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin gender gender identity sexual orientation age disability protected veteran status or any other category protected by law.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.