Genesys Support Engineer

Innova Solutions

4 - 9 years

15 - 30 Lacs

hyderabad

Posted:2 weeks ago| Platform:

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Skills Required

media region genesys webrtc

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

Genesys Support Engineer

Key Responsibilities:

Configure, monitor, and troubleshoot
Genesys Trunks
,
Media Regions
, and
WebRTC
components.
Provide support for
Genesys Voice
platform including call routing, media handling, and endpoint connectivity.
Investigate and resolve
voice quality issues
, including jitter, latency, and packet loss.
Diagnose and fix
number connectivity
problems across carriers and platforms.
Ensure accurate
Caller ID display
across various call scenarios and endpoints.
Collaborate with network, telecom, and application teams to ensure seamless voice operations.
Maintain system documentation, configuration records, and troubleshooting guides.
Participate in incident management, root cause analysis, and continuous improvement initiatives.

Required Skills & Qualifications:

Strong hands-on experience with:

Genesys Trunks
(SIP, TDM)
Media Regions
and media server configuration
WebRTC
integration and troubleshooting
Genesys Voice
platform (Cloud or On-Prem)

Proven ability to handle:

Voice quality issues
(MOS scoring, packet analysis)
Number connectivity
across global carriers
Caller ID display
configuration and troubleshooting

Familiarity with
networking protocols
(SIP, RTP, TCP/IP)
Experience with
Linux/Windows environments
, basic scripting (Shell, PowerShell)
Knowledge of
monitoring tools
(Wireshark, RTMT, Genesys Pulse, etc.)
Excellent communication and documentation skills

Preferred Qualifications:

Genesys certifications (GCP Voice, GCA, etc.)
Experience with cloud platforms (AWS, Azure)
Exposure to ITIL processes and ticketing tools (ServiceNow, Remedy)
Understanding of telecom regulations and number portability

Education:

Bachelors degree in Computer Science, Information Technology, Electronics, or related field (or equivalent experience)

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