Genesys Engage Engineer - IVR

Description :

The job description details provided indicate you need a candidate for a specialized contact center role. Here is the drafted Job Description for the Genesys Engage Engineer role, based on the requirements and competencies provided :

Job Description :

Genesys Engage Engineer

Detail Information

Role Title : Genesys Engage Engineer

Location : Bangalore

Experience Range : 5 10 Years

No. of Requirements : 1

Job Summary :

We are seeking an experienced Genesys Engage Engineer responsible for the implementation, configuration, maintenance, and expert support of our Genesys Engage contact center solutions. This role requires strong technical expertise in Genesys architecture, a deep understanding of contact center operations, and the ability to translate business requirements into effective technical solutions. The Engineer will be crucial in ensuring the high availability, performance, and successful integration of the Genesys platform with other enterprise systems.

Key Responsibilities :

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

Required Skills and Qualifications (Must-Have) :

Technical Competencies :

Behavioral Competencies :

Desired Skills : Genesys certifications are considered a significant plus

(ref : hirist.tech)