Genesys SME (Subject Matter Expert)
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Job Location:
Yearly Salary:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
JOB TITLE:
Genesys SME (Subject Matter Expert)
LOCATION:
Indore India
JOB PURPOSE:
The Genesys SME is responsible for the design implementation support and optimization of Genesys contact center solutions. This role requires strong technical expertise in Genesys Cloud / PureEngage / PureConnect platforms integration knowledge and the ability to lead L2/L3 support and delivery operations. The SME acts as a technical authority and escalation point for complex incidents and solution design queries.
QUALIFICATION:
- Bachelors degree in IT Computer Science Electronics or related discipline.
- ITIL Foundation or equivalent process certification desirable.
CERTIFICATIONS:
- Genesys Certifications (GCXD GCSS or equivalent) are highly preferred.
RESPONSIBILITIES (INCLUDES ALL TASKS):
- Provide expert-level technical support for Genesys-based contact center environments (on-prem or cloud).
- Handle incident management problem analysis and root cause resolution for Genesys voice routing and IVR systems.
- Design configure and implement Genesys routing strategies call flows and integrations.
- Lead and mentor L1/L2 teams in day-to-day operations and troubleshooting.
- Coordinate with application network and telephony teams for cross-functional issue resolution.
- Perform system health checks capacity monitoring and performance tuning.
- Support upgrades patching and migration activities for Genesys environments.
- Work with business stakeholders to understand requirements and implement custom routing logic or workflows.
- Document solutions SOPs and maintain configuration repositories.
- Collaborate with OEM/vendor (Genesys) for critical escalations and product support.
TECHNICAL SKILLS /COMPETENCIES:
MANDATORY
- Strong hands-on experience with one or more of the following:
- Genesys Cloud CX (PureCloud)
- Genesys Engage / PureEngage
- Genesys PureConnect
- Proficiency in:
- Routing (Composer ORS GVP SIP Server URS CCPulse)
- IVR and CTI integration
- SIP VoIP and telephony protocols
- Integration with CRM systems (Salesforce ServiceNow etc.)
- Scripting and automation knowledge (Java Python or Genesys-specific tools) preferred.
- Experience with cloud deployments (AWS Azure) and API integrations is an advantage.
- Working knowledge of ITIL processes and change management.
OPTIONAL
- Incident and problem resolution time (SLA adherence).
- Platform uptime and performance stability.
- Successful implementation of configuration changes and enhancements.
- Knowledge sharing and documentation completeness.
SOFT SKILLS:
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management.
- Ability to lead technical discussions and mentor junior engineers.
- Flexible to work in 24x7 support environment or rotational shifts if required.
Required Experience:
Manager
Key Skills
- Databases
- System Design
- Cybersecurity
- System Architecture
- Intelligence Experience
- Military Experience
- Requirements Gathering
- Joint Operations
- Curriculum Development
- DoD Experience
- FISMA
- Ant
About Company
Intertec Systems is an IT services company headquarters in Dubai. We specialize in Retail, Banking, Insurance, and Healthcare organizations across Middle East and India. Intertec’s key capabilities include Digitalization of Business Operations, IT Services and Operations, Hybrid IT, S ... View more
