Genesys Engage Engineer

Role : Genesys Engage Engineer

Experience : 5-10 Years

Locations : Bangalore

Must have & good to have :

Skills :

Desired Competencies (Technical / Behavioral Competency)

Must-Have

• Implement, configure, and manage Genesys Engage contact center solutions , including routing strategies, IVR applications, agent desktops, and reporting.
• Provide expert support and troubleshooting for Genesys Engage platform issues, ensuring high availability and performance.
• Collaborate with business stakeholders to gather requirements and translate them into technical Genesys solutions .
• Optimize Genesys Engage system performance through proactive monitoring, tuning, and problem resolution.
• Integrate Genesys Engage with CRM systems, ticketing tools, and other enterprise applications to streamline workflows.
• Develop and maintain comprehensive documentation for Genesys Engage configurations, processes, and best practices.
• Support and adhere to IT Service Management (ITSM) processes such as Incident Management, Problem Management, Change Management, and Release Management.
• Monitor key performance indicators (KPIs) within the Genesys environment and provide regular reports to management.
• Stay updated with the latest Genesys product releases, features, and industry trends to recommend continuous improvements.
• Provide training and guidance to internal teams and end-users on Genesys Engage functionalities.
• Participate in disaster recovery planning and testing for contact center systems.

Required Skills and Qualifications :