Skills:
Genesys Cloud, Voice Over IP (VoIP), Call Routing, Contact Center Solutions, SIP, IVR,
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.
