Senior Contact Center Engineer

Hello,

Greetings from Innova Solutions!

Job Openings for the below role @ Innova Solutions for Hyderabad & Chennai offices

• Senior Contact Center Engineer

Job Criteria :-

• Experience Range :

  4 to 9 years

• Key Skills :

  Genesys

  ;

  SIP

  OR

  VoIP

  ;

  IVR

  OR

  ACD

  OR

  CTI

  OR

  call routing

  ;

  CRM

  OR

  Salesforce

  OR

  MS Dynamics

  ;

  Python

  OR

  JavaScript

  OR

  SQL

  ;

  troubleshooting

  OR

  L2 support

  OR

  L3 support

  ;

  networking

  OR

  LAN

  OR

  WAN

  OR

  VPN

  OR

  QoS .

• Notice Period :

  Immediate joiners or with one month notice period.

• Job Location :

  Hyderabad & Chennai

Detailed job description given below please go through the JD to understand requirement.

If requirement is matching to your profile share your updated resume on the below mail with all the details

(mehaboob.shaik@innovasolutions.com).

Mention Subject Line :-Senior Contact Center Engineer @Innova Solutions

Please Share your details in the mail along with your resume :-

Your Full Name :

Mobile # :

Qualification :

Company Name :

Designation :

Total Work Experience Years :

Current CTC :

Expected CTC :

Notice Period :

Present Location :

Key Responsibilities :

Experience : 4 to 9 Years

Role Overview

We are seeking a dedicated CRM Support Engineer to join our team The role focuses on ensuring seamless operations of the Genesys Cloud CX platform, CRM platform integrations, and analytic applications. The successful candidate will work closely with internal teams and vendors to troubleshoot issues, resolve incidents, and maintain platform effectiveness to support ongoing business needs.

Key Responsibilities

• Troubleshoot and resolve issues related to the Genesys Cloud CX platform, CRM integrations, and analytic applications.
• Collaborate with cross-functional teams and vendors to maintain platform performance and effectiveness.
• Participate in technical troubleshooting sessions with core team members to identify and address root causes.
• Support the business by addressing complex voice quality issues and ensuring timely resolutions.
• Monitor and uphold business continuity by proactively managing incidents and escalations.
• Document troubleshooting steps, resolutions, and best practices for continuous improvement.
• Contribute to system optimization, enhancements, and future integration initiatives.

Qualifications & Skills

• Bachelors degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Hands-on experience with Genesys Cloud CX platform support and troubleshooting.
• Strong knowledge of CRM systems and integrations (Salesforce, MS Dynamics, or similar).
• Experience with analytic applications and troubleshooting related issues.
• Familiarity with voice quality troubleshooting and telephony infrastructure.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work collaboratively with internal teams, business users, and vendors.
• Strong documentation and knowledge-sharing skills.

Preferred Experience

• Previous experience in a Contact Center / CRM support environment.
• Knowledge of cloud platforms (AWS, Azure) and CI/CD tools.
• ITIL foundation or relevant certification.

Thanks & Regards,

Mehaboob Shaik

https://www.linkedin.com/in/mehaboob-mohid-shaik/