Title: Genesys & IVR Platform Support Engineer
Location: Blore, Hyd,Bhuwaneswar,Noida, Gurgaon,Pune,Kochi
Exp: 6+ Years
Job Description:
Genesys IVR Platform Support EngineerIVR Routing Management Design| configure| and maintain call flows| scripts| and routing strategies using platforms like Genesys Cloud (Architect) or Genesys Engage.Incident Problem Management Provide Tier 2Tier 3 technical support. Troubleshoot technical issues related to SIP trunking| voice gateways| VoIP| and call routing.System Maintenance Monitor system health| perform capacity tuning| and support platform upgrades and security patching.Integrations Assist in integrating the Genesys platform with backend enterprise systems (CRM| Ticketing tools) and AI-driven conversational bots.Reporting Analytics Generate performance reports| monitor SLAs| and optimize the overall customer experience.Vendor Coordination Act as a technical bridge| collaborating with network teams| UX designers| and external OEM (Original Equipment Manufacturer)
Essential Skills: Genesys IVR Platform Support EngineerKey QualificationsIVR| telecoms| SIP and genesys are the primary domain expertiseFamiliarity with AWS S3| EC2| Auto scaling| CloudFormation and CloudWatchFamiliarity with Unix ( MacOS and Linux versions )Familiarity with mysql commands and syntaxNetwork basics ( nslookup| ping| netcat| traceroute| tcpdump| etc )Coordinate and collaborate well with other team members and external partnersFamiliarity with Apache Tomcat and Apache HTTP ServerFamiliarity with Cisco Splunk queryingFamiliarity with Genesys configuration managerSome understanding of Session Initiation Protocol (SIP)