Talent.com
Genesys Engage Engineer

Genesys Engage Engineer

Tata Consultancy Servicesnashik, maharashtra, in
7 hours ago
Job description

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 :

  • Proven experience with Genesys Engage platform components and architecture (e.g., PureConnect, PureEngage, Genesys Cloud).
  • Strong understanding of contact center operations and technologies (ACD, IVR, CTI, WFM, QM).
  • Familiarity with database technologies (e.g., SQL Server, Oracle) and reporting tools.
  • Knowledge of IT Service Management (ITSM) frameworks like ITIL.
  • Excellent troubleshooting and analytical skills for complex technical issues.
  • Strong communication and interpersonal skills to collaborate effectively with diverse teams and stakeholders.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Genesys certifications are a significant plus.
    • Create a job alert for this search

    Engineer • nashik, maharashtra, in