Diagnostic Engineer - Genesys PureConnect

Job Summary:

We are seeking a highly skilled and experienced Genesys PureConnect Engineer to join our Managed Services team. The ideal candidate will have a strong background in troubleshooting, support, and maintenance of Genesys PureConnect environments. This role requires working during night shifts aligned with EST to support global operations and ensure 24/7 system availability.

Key Responsibilities:

• Provide Level 2/3 support for Genesys PureConnect platform in a managed services environment.
• Monitor system performance and proactively identify and resolve issues.
• Perform root cause analysis and implement corrective actions for recurring problems.
• Manage and maintain IVR, ACD, Dialer, and other PureConnect components.
• Collaborate with cross-functional teams to support integrations and deployments.
• Apply patches, upgrades, and configuration changes as needed.
• Maintain documentation for configurations, procedures, and troubleshooting guides.
• Participate in on-call rotation and incident response activities.

Required Skills & Qualifications:

• Minimum 7 years of hands-on experience with Genesys PureConnect (CIC) platform.
• Strong understanding of telephony, SIP, VoIP, and call routing.
• Experience with Interaction Administrator, Interaction Designer, Interaction Attendant, and Interaction Dialer.
• Proficient in troubleshooting logs, call flows, and system alerts.
• Familiarity with Windows Server, SQL Server, Active Directory, and networking concepts.
• Experience with PowerShell scripting and automation tools is a plus.
• Excellent communication and documentation skills.
• Ability to work independently in a remote, fast-paced environment.

Certifications (Preferred):

• Genesys Certified Professional – PureConnect

Nice to Have:

• Experience with cloud migrations or hybrid environments.
• Familiarity with Genesys Cloud (PureCloud) or Genesys Engage.

Exposure to ticketing systems like ServiceNow or Jira.

Note: This is C2H position, after completion of 6months to 1 yr your employment to client payroll.

Job Types: Full-time, Permanent, Contractual / Temporary
Contract length: 12 months

Pay: ₹500,000.00 - ₹1,500,000.00 per year

Benefits:

• Provident Fund