Genesys Senior Architect / Lead Engineer - Gurugram | TVSD

Dear Candidate,

Please review the job description carefully. If your skills and experience align with the requirements, we encourage you to apply

Experience : 7 -13 Years

Location : Gurugram

Work Mode : Work from Office

Objective:

Genesys Senior Architect / Lead Engineer

10+ years of experience

Key Responsibilities

1. Genesys Solution Architecture & Development

• Architect, design, and deploy Genesys Engage and Genesys Cloud solutions.
• Lead end-to-end implementations of GIR, GVP, IVR, Composer, E-Services, and Outbound campaigns.
• Define and optimize Genesys call routing strategies using ORS, URS, and T-Server.

2. Genesys Integration & Customization

• Integrate Genesys with third-party applications, CRMs and backend systems.
• Develop and optimize IVR applications using Genesys Composer, VoiceXML, and CCXML.
• Implement REST API-based integrations with external platforms.

3. Outbound & AI-Driven Customer Engagement

• Implement and optimize Genesys Outbound solutions (predictive, preview, and progressive dialing).
• Leverage AI, chatbots, and speech recognition (Nuance) for self-service automation.

4. Performance Optimization & Troubleshooting

• Monitor and optimize Genesys Framework, SIP, T-Server, ORS, URS, and WFM.
• Conduct performance tuning, capacity planning, and root cause analysis (RCA) for production systems.
• Troubleshoot and resolve complex Genesys infrastructure issues.

5. Compliance & Security

• Ensure GIR compliance with regulatory requirements for call recording, encryption, and data retention.
• Implement security best practice for Genesys-based voice and digital interactions.

6. Documentation, Training & Leadership

• Develop detailed technical documentation, including system architectures, workflows, and best practices.
• Mentor and train junior engineers on Genesys technologies and troubleshooting techniques.

Collaborate with business stakeholders, IT teams, and vendors to align solutions with business goals.

Skills

• 10+ years of experience

  in Genesys platforms, specializing in

  GIRecording, GVP, IVR, Composer, E-Services, and Outbound solutions

  .
• Deep understanding of

  Genesys Framework, SIP, T-Server, ORS, URS, and WFM

  .
• Expertise in

  IVR development

  using

  VoiceXML, CCXML, Java, and REST APIs

  .
• Hands-on experience with

  Genesys Cloud / Engage architecture and cloud migration strategies

  .
• Strong knowledge of

  database integration (SQL, NoSQL), analytics, and reporting tools

  .
• Experience with

  AI, chatbots, and speech recognition

  (Nuance, Google Dialogflow, Amazon Lex) is a plus.

• Genesys Certified Professional / Specialist

  certification preferred.

• Genesys experties

  : Genesys platforms, specializing in

  GIRecording, GVP, IVR, Composer, E-Services, and Outbound solutions Active Directory

• Expertise in Active Directory management, Group Policy, Replication, and troubleshooting.

• Telco

  : Deep understanding of

  Genesys Framework, SIP, T-Server, ORS, URS, and WFM

• Voice

  : Expertise in

  IVR development

  using

  VoiceXML, CCXML, Java, and REST APIs

  .

• Genesys architecture

  : Hands-on experience with

  Genesys Cloud / Engage architecture and cloud migration strategies

  .

• Database

  : Strong knowledge of

  database integration (SQL, NoSQL), analytics, and reporting tools

  .

AI, chatbots, and speech recognition