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 :

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.