Senior Technical Support Engineer - Voice

Job Title: Senior Technical Support Engineer - Voice

Job Purpose:

The Genesys SME is responsible for the design, implementation, support, and optimization of Genesys contact center solutions. This role requires strong technical expertise in Genesys Cloud / PureEngage / PureConnect platforms, integration knowledge, and the ability to lead L2/L3 support and delivery operations. The SME acts as a technical authority and escalation point for complex incidents and solution design queries.

Qualification:

• Bachelor’s degree in IT, Computer Science, Electronics, or related discipline.

• ITIL Foundation or equivalent process certification desirable.

Certification: Genesys Certifications (GCXD, GCSS, or equivalent) are highly preferred.

Experience: 5 – 10 years

Responsibilities:

• Provide expert-level technical support for Genesys-based contact center environments (on-prem or cloud).

• Handle incident management, problem analysis, and root cause resolution for Genesys voice, routing, and IVR systems.

• Design, configure, and implement Genesys routing strategies, call flows, and integrations.

• Lead and mentor L1/L2 teams in day-to-day operations and troubleshooting.

• Coordinate with application, network, and telephony teams for cross-functional issue resolution.

• Perform system health checks, capacity monitoring, and performance tuning.

• Support upgrades, patching, and migration activities for Genesys environments.

• Work with business stakeholders to understand requirements and implement custom routing logic or workflows.

• Document solutions, SOPs, and maintain configuration repositories.

• Collaborate with OEM/vendor (Genesys) for critical escalations and product support.

Mandatory:

• Strong hands-on experience with one or more of the following:

• Genesys Cloud CX (PureCloud)

• Genesys Engage / PureEngage

• Genesys PureConnect

• Proficiency in:

1. Routing (Composer, ORS, GVP, SIP Server, URS, CCPulse)
2. IVR and CTI integration
3. SIP, VoIP, and telephony protocols
4. Integration with CRM systems (Salesforce, ServiceNow, etc.)

• Scripting and automation knowledge (Java, Python, or Genesys-specific tools) preferred.

• Experience with cloud deployments (AWS, Azure) and API integrations is an advantage.

• Working knowledge of ITIL processes and change management.

• Incident and problem resolution time (SLA adherence).

• Platform uptime and performance stability.

• Successful implementation of configuration changes and enhancements.

• Knowledge sharing and documentation completeness.

• Strong analytical and troubleshooting skills.

• Excellent communication and stakeholder management.

• Ability to lead technical discussions and mentor junior engineers.

• Flexible to work in 24x7 support environment or rotational shifts if required.

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