Genesys Engage

Job Title: Contact Center with Genesys Engage

YOE: 5+ Years

Location: Bangalore, Hyderabad

Notice Period: Immediate to 15 Days

Genesys

Key Responsibilities:

• Design, configure, and implement

  Genesys and Genesys Engage

  solutions for voice, chat, email, and digital channels.
• Manage routing strategies, IVR flows, SIP server configuration, and call flows.
• Troubleshoot issues related to

  Genesys Framework, Routing, WFM, SIP Server, GVP

  , and integration components.
• Collaborate with cross-functional teams to gather requirements and deliver customized solutions.
• Perform system upgrades, patches, and maintenance activities.
• Monitor system performance and ensure high availability of contact center operations.
• Create technical documentation, architecture diagrams, and solution design documents.
• Provide L2/L3 support and resolve escalated contact center issues.
• Integrate Genesys with CRM, ticketing tools, and third-party applications.

Required Skills & Qualifications:

• Strong hands-on experience in

  Genesys Engage / PureEngage

  platform.
• Good understanding of

  Genesys components

  such as:
• Routing (URS)
• IVR / GVP
• Interaction Server
• Configuration Server
• Stat Server
• SIP Server
• Workspace/Agent Desktop
• Knowledge of CTI integrations and multi-channel routing.
• Experience with

  interaction flows

  ,

  skill mapping

  ,

  queue management

  , and

  agent configuration

  .
• Familiarity with

  SQL

  ,

  Linux

  , and basic scripting.
• Strong troubleshooting and analytical skills.
• Excellent communication and client-handling abilities.

Good to Have:

• Experience with

  Genesys Cloud

  .
• Exposure to

  Reporting tools

  (Genesys Pulse, InfoMart, CCPulse).
• Knowledge of

  API integrations

  and

  web services

  .
• Certifications in Genesys products.

Thanks & Regards,

Yuvaraj U

Client Engagement Executive | Vy Systems

Mobile: 9150019640 | Email: yuvaraj@vysystems.com

www.vysystems.com