Network Voice Engineer GenesysIntertec Softwares • Indore, Madhya Pradesh, India

Network Voice Engineer Genesys

Intertec Softwares • Indore, Madhya Pradesh, India

7 days ago

Job description

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.

Required Experience :

Manager

Key Skills

EIGRP,VOIP,VMware,Avaya,BGP,LAN,OSPF,QoS,Project Planning,Scripting,Unity,Troubleshooting

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 500000 - 2500000

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Network Engineer • Indore, Madhya Pradesh, India

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