Genesys Voice Platform

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1L2 technical support for infrastructure systems and applications in production and development environments both remotely and onsite following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure operating systems networks and application platforms ensuring service stability and quality support.
Must have skills : Genesys Voice Platform
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
We are looking for a Genesys Cloud Engineer with 6 years of experience in Genesys Cloud CX Contact Center Operations Unified Communications and AIenabled Customer Experience. The ideal candidate will support the implementation administration and optimization of Genesys Cloud CX while leveraging AIpowered capabilities automation cloud integrations and omnichannel technologies to deliver exceptional customer experiences.
The role requires handson expertise in Genesys Cloud IVR ACD Microsoft Teams Voice CRM integrations cloud telephony and exposure to AI technologies such as Genesys AI Microsoft Copilot Azure OpenAI and Conversational AI.

Roles & Responsibilities:
Genesys Cloud CX Operations
Administer and support Genesys Cloud CX environments including Architect Flows IVR ACD queues routing profiles and omnichannel channels (Voice Chat Email Messaging).
Manage user provisioning call routing call recording reporting quality management and workforce engagement features.
Support SIP Trunking BYOC Cloud/Premises Client integrations and telephony troubleshooting.
Perform incident problem change and release management while ensuring platform availability.
AIPowered Contact Center
Configure and support Genesys AI capabilities such as Predictive Routing Agent Assist Virtual Agents and Chatbots.
Support integrations with Microsoft Copilot Azure OpenAI AI Assistants and enterprise knowledge platforms.
Assist in implementing Conversational AI Speech Analytics and intelligent customer selfservice.
Support AIpowered reporting customer insights and operational analytics.
Cloud Integration & Automation
Integrate Genesys Cloud with Salesforce ServiceNow Microsoft Teams and other enterprise SaaS applications.
Develop and support automation using REST APIs Python PowerShell and workflow automation tools.
Assist with cloud deployments upgrades license management backup monitoring and reporting.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Genesys Voice Platform.
- Strong troubleshooting skills related to voice platform infrastructure and application support.
- Experience with incident management and problem resolution in complex technical environments.
- Ability to work with operating systems network components and application platforms relevant to voice solutions.
- Excellent communication skills to interact effectively with users clients and technical teams.
- Capability to follow and improve defined operating models and support processes.

Additional Information:
- The candidate should have minimum 7.5 years of experience in Genesys Voice Platform.
- This position is based at our Pune office.
- A 15 years full time education is required.