About the Opportunity

Title: Technical Specialist - Genesys Engineer

Department: GPS Investor Servicing Capability

Location: Gurgaon, India

Reports To: Senior Technical Consultant

Grade: 4

Fidelity International offers world class investment solutions and retirement expertise. As a privately owned, independent company, investment is our only business. We are driven by the needs of our clients, not by shareholders. Our vision is to deliver innovative client solutions for a better future.

Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.

With a global presence across more than 25 locations around the world, Fidelity International provides investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers

and private individuals. The goal of the Global Platform Solutions team is to build a profitable $500bn business by becoming the partner of choice for all an individual's and family's financial needs.

This role is primarily focused on enhancing the resilience of our contact centre technology by supporting and improving the Genesys Cloud platform. You will provide technical expertise for configuration changes, troubleshooting, and vendor collaboration to ensure stability and performance. In addition, where needed, you will contribute to the development of other web applications and gain exposure to third-party applications, applying your full-stack engineering skills to deliver high-quality solutions. This hybrid position is ideal for a technically minded individual who enjoys variety-owning critical contact centre technology while also supporting broader development initiatives across the Investor Servicing capability.

Key Responsibilities

• Configure and maintain Genesys Cloud CCaaS environments including users, roles & permissions, divisions, queues, skills, DID/Phone management, SIP configurations, data-actions, IVR's
• Implement and Support inbound/outbound flows using Genesys Architect for omni-channel solutions
• Troubleshoot and resolve platform issues, collaborating with vendors for third-party integrations.
• Manage third-party integrations and working with Genesys Cloud API for reporting/dashboards
• Understanding of AHT, SLA, abandon rates and other matrices
• Provide production support for the Genesys Cloud application, ensuring stability and resilience
• Maintain technical documentation and share knowledge across the team.

• Contribute to the development of applications using Java, Spring Framework, Node.js, and modern front-end technologies (React).
• Work with product owners to identify improvements and deliver solutions aligned with business needs.
• Ensure technical solutions meet functional, non-functional, and support requirements.

• Demonstrate willingness to understand and contribute to other third-party applications as required.
• Collaborate with vendors and internal teams to resolve issues and implement enhancements.

• Partner with architecture, business, and central technology teams to align with global strategies.
• Manage stakeholders across technology and business teams effectively.
• Support agile ceremonies and contribute to sprint planning.

• Drive automation and efficiency through DevOps practices and CI/CD pipelines.
• Stay current with emerging technologies and apply innovative solutions to business problems.

Essential Skills / Experience

• 6+ years of experience with CCaaS / Contact Center platforms
• 2-4+ years hands‑on experience with Genesys Cloud
• Strong working knowledge of:

Genesys Architect, Queues, skills, routing strategies, administration, Omni‑channel contact centers,

• Experience with REST APIs and JSON (consumer level)
• Strong technical mindset with ability to support Genesys Cloud 24x7 (out-of-hours/on-call)
• Strong troubleshooting and problem-solving skills, including vendor collaboration for third-party applications
• Excellent communication skills and ability to manage stakeholders globally
• Experience in software delivery using agile methodologies
• Experience with relational and NoSQL databases (MSSQL, Oracle, MySQL, PostgreSQL, DynamoDB)
• Passion for continuous learning and tackling challenging technical problems

Preferred Skills/Certifications

• Preferred Genesys Cloud Certified Professional or any CCaaS, cloud or telephony certification
• Understanding of SIP fundamentals and voice concepts

Desired Skills

• Good/basic development experience in Java, Spring Framework, Node.js, and REST API-based applications
• Front-end development skills in JavaScript/TypeScript and frameworks like React or Angular
• Knowledge of AWS, Kubernetes, and container technologies
• Familiarity with DevOps toolchains (Terraform, Jenkins and CI/CD pipelines)
• Strong troubleshooting and problem-solving skills, including vendor collaboration for third-party applications
• Working knowledge of APIs, caching, and messaging systems

Our Values

Integrity - Doing the right thing, every time and putting the client first.

Trust - Empowering each other to take the initiative and make good decisions.

Our Behaviours

Brave - Challenging the status quo, being accountable and speaking up.

Bold - Acting with conviction, encouraging diverse thinking and keeping things simple.

Curious - Learning to do new things in better ways and encouraging fresh thinking.

Compassionate - Having empathy, caring for colleagues, clients & community.

Feel rewarded

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work - finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.