Project Role : Technology Support Engineer

Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills : Genesys Cloud AI

Good to have skills : NA

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

We are seeking an experienced Genesys Cloud Engineer to support and manage enterprise Genesys Cloud CX environments. The ideal candidate will have expertise in contact center operations, omnichannel routing, IVR, integrations, reporting, and cloud telephony. The role involves designing, implementing, troubleshooting, and optimizing Genesys Cloud solutions while integrating with enterprise UC platforms, CRM applications, and cloud services to deliver seamless customer experiences.

Roles & Responsibilities:

Administer, configure, and support Genesys Cloud CX platforms.

Design and maintain IVR, ACD, call routing, queues, Architect call flows, and omnichannel services (Voice, Chat, Email, Messaging).

Manage user provisioning, roles, permissions, queues, skills, and routing profiles.

Support inbound/outbound voice services, campaigns, call recording, quality management, and workforce optimization.

Troubleshoot call routing, SIP trunk, SBC, telephony, and media issues.

Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other thirdparty SaaS platforms.

Configure and support APIs, webhooks, OAuth, and integration services.

Monitor platform health, performance, availability, and reporting using Genesys Cloud analytics.

Perform platform upgrades, backup validation, license management, and capacity planning.

Support incident, problem, and change management while coordinating with Genesys Cloud support and telecom providers.

Develop automation for operational tasks using APIs, scripting, and orchestration tools.

Participate in migration and modernization projects from onpremise contact centers to Genesys Cloud CX.

Required Skills

Genesys Cloud CX Administration

Architect Flow Design & IVR Development

ACD & Omnichannel Routing

SIP, SIP Trunking & SBC

Contact Center Operations

Call Recording & Quality Management

Reporting & Analytics

User & Queue Management

REST APIs & Webhooks

CRM Integrations (Salesforce, ServiceNow)

Incident, Change & Problem Management

Preferred Skills

Microsoft Teams Voice Integration

Cisco Unified Communications (CUCM)

Cloud Telephony & Direct Routing

AWS / Azure Cloud Fundamentals

Python or PowerShell Automation

AIPowered Virtual Agents & Chatbots

Genesys AI, Predictive Routing & Workforce Engagement Management (WEM)

ITIL Framework

Professional Attributes

Strong troubleshooting and analytical skills.

Excellent communication and customerfacing abilities.

Experience working in global enterprise support environments.

Ability to collaborate with Network, Voice, Cloud, Security, and Application teams.

Proactive mindset focused on automation, operational excellence, and continuous improvement.

Professional & Technical Skills:

Must To Have Skills: Proficiency in Genesys Cloud AI.
Strong problem-solving skills with the ability to analyze complex technical issues and provide effective solutions.
Experience in incident and problem management within multi-component business systems.
Ability to create and implement Requests for Change and maintain comprehensive documentation.
Excellent collaboration skills to work effectively with vendors and cross-functional teams.
Familiarity with operational stability practices and knowledge base management.

Additional Information:

8+ years of experience in Contact Center, Unified Communications, or Voice Engineering.

Minimum 3–5 years of handson experience with Genesys Cloud CX administration and operations.

Experience integrating contact center platforms with enterprise UC, CRM, and cloud services.

Preferred Certifications

Genesys Cloud CX Certified Professional

Genesys Cloud CX Developer Certification

ITIL Foundation

Microsoft Teams Administrator Associate (MS700)

AWS or Microsoft Azure Fundamentals

AI & Cloud Skill Highlights

Genesys AI & Predictive Routing

AIPowered Virtual Agents & Voice Bots

Conversational AI & Intelligent IVR

AIAssisted Contact Center Operations

Workforce Engagement Management (WEM)

Omnichannel Customer Experience

REST API & Workflow Automation

Cloud Contact Center (CCaaS) Operations

AI Analytics & Intelligent Reporting