Genesys

Job Description: Genesys

Experience: 2 to 15 Years
Employment Type: Full Time

Job Summary

We are looking for skilled professionals with experience in Genesys, Contact Center Technologies, and IVR Solutions. The ideal candidate should have expertise in designing, developing, configuring, integrating, and supporting customer engagement platforms while ensuring seamless customer experience and operational efficiency.

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.