Genesys

Infosys; Bengaluru, Mumbai; Híbrido; INR 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Infosys Bengaluru seeks a Genesys Contact Center & IVR Engineer to design, implement, and support Genesys solutions. The role demands 2 to 15 years of experience with Genesys Engage/Cloud/PureConnect, IVR development, and call routing expertise.

You will configure IVR applications, routing strategies, and call queues; integrate with CRM and monitor performance. The position involves collaboration with stakeholders to deliver secure, scalable contact center deployments.

Formación

• 2 to 15 years of experience in Genesys Contact Center Solutions.
• Hands-on experience with IVR development and call flow design.
• Knowledge of call routing, SIP, VoIP, CTI and telephony concepts.
• Experience with Genesys routing strategies and reporting.
• Understanding contact center operations and customer service workflows.
• Experience integrating Genesys with CRM applications.
• Knowledge of SQL databases and reporting tools.
• Strong troubleshooting and analytical skills.

Responsabilidades

• Design, develop, and support Genesys Contact Center solutions.
• Configure and maintain IVR applications, call flows, routing strategies, and call queues.
• Develop and customize solutions using Genesys Designer, Composer, Routing, and Reporting tools.
• Manage inbound/outbound call center applications and omnichannel interactions.
• Troubleshoot IVR, CTI, routing, and telephony-related issues.
• Integrate Genesys applications with third-party systems and CRM platforms.
• Monitor system performance, identify bottlenecks, and implement improvements.
• Participate in deployment, upgrades, migration, and production support activities.
• Collaborate with business stakeholders to gather requirements and implement solutions.
• Ensure compliance with security, performance, and operational standards.

Conocimientos

Genesys Contact Center Solutions

Genesys Engage/Cloud/PureConnect

IVR Development & Call Flow Design

Call Routing, SIP, VoIP, CTI

Genesys Routing & Reporting

CRM Integration

SQL & Reporting Tools

Troubleshooting & Analytics

Contact Center Ops & Workflows

Herramientas

Genesys Designer

Composer

Routing & Reporting Tools

Descripción del empleo

Job Description: Genesys Contact Center & IVR Engineer

Position: Genesys Contact Center & IVR Engineer
Experience: 2 to 15 Years
Employment Type: Full-Time

Job Summary

We are seeking a skilled Genesys Contact Center & IVR Engineer with experience in designing, developing, implementing, and supporting Genesys contact center solutions. The ideal candidate should possess strong expertise in Genesys technologies, IVR development, call routing, omnichannel solutions, and contact center operations.

Key Responsibilities

• Design, develop, and support Genesys Contact Center solutions.
• Configure and maintain IVR applications, call flows, routing strategies, and call queues.
• Develop and customize solutions using Genesys Designer, Composer, Routing, and Reporting tools.
• Manage inbound/outbound call center applications and omnichannel interactions.
• Troubleshoot IVR, CTI, routing, and telephony-related issues.
• Integrate Genesys applications with third-party systems and CRM platforms.
• Monitor system performance, identify bottlenecks, and implement improvements.
• Participate in deployment, upgrades, migration, and production support activities.
• Collaborate with business stakeholders to gather requirements and implement solutions.
• Ensure compliance with security, performance, and operational standards.

Required Skills

• 2 to 15 years of experience in Genesys Contact Center Solutions.
• Strong experience with Genesys Engage, Genesys Cloud, or Genesys PureConnect.
• Hands‑on experience in IVR Development and Call Flow Design.
• Knowledge of Call Routing, SIP, VoIP, CTI, and Telephony Concepts.
• Experience with Genesys Routing Strategies and Reporting.
• Understanding of contact center operations and customer service workflows.
• Experience integrating Genesys with CRM applications.
• Knowledge of SQL databases and reporting tools.
• Strong troubleshooting and analytical skills.