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Genesys

2 - 7 years

Bengaluru Delhi Mumbai

Posted:5 days ago

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Job Description

Job Description: Genesys

Experience:

Job Summary

Genesys, Contact Center Technologies, and IVR Solutions

Key Responsibilities

  • Design, develop, configure, and maintain

    Genesys Contact Center

    solutions.
  • Implement and support

    IVR (Interactive Voice Response)

    applications and call routing strategies.
  • Configure and manage

    Genesys Framework, Routing, Composer, IRD, SIP Server, UCS, and GVP

    components.
  • Integrate contact center solutions with CRM systems, databases, and third-party applications.
  • Troubleshoot and resolve contact center production issues.
  • Monitor system performance and ensure high availability of contact center platforms.
  • Develop and enhance call flows, routing strategies, self-service applications, and reporting solutions.
  • Work closely with business stakeholders to gather requirements and implement solutions.
  • Support Voice, Chat, Email, Social Media, and Omnichannel customer engagement channels.
  • Participate in system upgrades, migrations, and new deployments.

Required Skills

  • Strong experience in

    Genesys Contact Center Platform

    .
  • Hands-on experience with

    IVR Development & Support

    .
  • Knowledge of

    Genesys Composer, GVP, IRD, SIP Server, Routing Strategies

    .
  • Experience in

    Call Center Operations and Contact Center Technologies

    .
  • Understanding of SIP, VoIP, CTI, and telephony concepts.
  • Experience in troubleshooting contact center infrastructure issues.
  • Knowledge of AWS/Azure cloud-based contact center solutions is an advantage.
  • Experience with CRM integrations (Salesforce, Dynamics, ServiceNow, etc.).
  • Good SQL and database knowledge.
  • Strong analytical and problem-solving skills.

Preferred Skills

  • Genesys Cloud CX experience.
  • Workforce Management (WFM) exposure.
  • Reporting and analytics tools knowledge.
  • Experience in omnichannel customer service platforms.
  • Contact Center migration and transformation projects exposure.

Educational Qualification

  • BE/B.Tech/MCA or equivalent qualification.

Skills Required

IVR Genesys Framework Contact Centre Genesys Framework

Work Mode

Hybrid

Job Type

Full Time

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