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Genesys

3 - 6 years

Hyderabad Ahmedabad Bengaluru

Posted:5 days ago

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Job Description

Job Description : Genesys

Role:

Job Summary

Genesys Contact Centre & IVR Professionals

Key Responsibilities

  • Design, develop, configure, and support

    Genesys Contact Centre solutions

    .
  • Implement and maintain

    IVR applications, call flows, routing strategies, and queue management

    .
  • Configure and support

    Genesys Routing, Composer, GVP, IRD, CME, UCS, and Reporting solutions

    .
  • Analyze business requirements and translate them into customer service solutions.
  • Perform troubleshooting, incident management, and root cause analysis.
  • Integrate Genesys with CRM, CTI, telephony, and third-party applications.
  • Optimize customer experience through effective call routing and self-service solutions.
  • Monitor system performance and ensure high availability of Contact Centre environments.
  • Participate in deployments, upgrades, migrations, and production support activities.
  • Collaborate with business, telecom, infrastructure, and application teams.

Required Skills

  • Hands-on experience with

    Genesys Contact Centre Platform

    .
  • Experience in

    IVR development and support

    .
  • Knowledge of

    ACD, Call Routing, CTI, Voice Portals, and Customer Engagement solutions

    .
  • Experience with

    Genesys Framework, Routing, Composer, GVP, IRD, UCS, CME, Stat Server

    .
  • Understanding of SIP, VoIP, telephony protocols, and Contact Centre architecture.
  • Experience in troubleshooting production issues and system administration.
  • Good knowledge of SQL, reporting, and integration concepts.
  • Strong analytical and problem-solving skills.

Preferred Skills

  • Experience with

    Genesys Cloud CX

    or Genesys Engage.
  • Exposure to Contact Centre analytics and workforce optimization tools.
  • Knowledge of cloud technologies and API integrations.
  • Telecom domain experience is an added advantage.

Educational Qualification

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

Skills Required

IVR Genesys

Work Mode

Hybrid

Job Type

Full Time

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