Job Description

Required Experience 1-2 years of experience in Genesys Contact Center technologies. Hands-on experience with IVR call flows and routing. Understanding of Contact Center operations and call management. Experience in incident management and production support. Basic knowledge of SIP, VoIP, CTI, and telecom concepts. Experience with ticketing tools and support processes.

Mandatory Skills Genesys Contact Center IVR (Interactive Voice Response) Key Responsibilities Support and maintain Genesys Contact Center applications. Configure and troubleshoot IVR call flows and routing strategies. Monitor contact center performance and resolve incidents. Work with business and support teams to implement call handling requirements. Manage inbound and outbound call routing configurations. Troubleshoot voice, call flow, and agent-related issues. Support UAT, production deployments, and post-deployment validation. Document processes and configurations.

Preferred Skills Genesys Cloud Genesys Engage Architect Call Routing Voice Bots Chat Bots NICE CXone CRM Integration SQL basics