Genesys Engineer

Job Description:

• We are seeking a Genesys Contact Center Engineer with 1 2 years of experience in Contact Center technologies and IVR solutions
• The candidate should have hands on exposure to Genesys platforms call flows routing strategies IVR development and contact center support operations

Key Responsibilities:

• 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

Technical Requirements:

• 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

Additional Responsibilities:

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

Preferred Skills:

Technology->Communication->IVR/CCT->Genesys,Technology->Infrastructure-Contact Center->ContactCenter model