Genesys

Infosys; Hyderabad, Ahmedabad District, Bengaluru; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

Infosys in India is seeking experienced Genesys Contact Centre & IVR professionals to design, develop, implement, and maintain enterprise customer engagement solutions across multiple locations.

The role requires hands-on experience with Genesys platforms, IVR design and development, call routing, reporting, integration, and support activities to deliver reliable customer engagement solutions and maintain high availability of contact centre environments.

Qualifications

• Hands-on experience with Genesys Contact Centre Platform.
• Experience in IVR development and support.
• Knowledge of ACD, Call Routing, CTI, Voice Portals, and Customer Engagement solutions.
• Experience with Genesys Framework, Routing, Composer, GVP, IRD, UCS, CME, Stat Server.
• Understanding of SIP, VoIP, telephony protocols, and Contact Centre architecture.
• Experience in troubleshooting production issues and system administration.
• Good knowledge of SQL, reporting, and integration concepts.
• Strong analytical and problem-solving skills.

Responsibilities

• Design, develop, configure, and support Genesys Contact Centre solutions.
• Implement and maintain IVR applications, call flows, routing strategies, and queue management.
• Configure and support Genesys Routing, Composer, GVP, IRD, CME, UCS, and Reporting solutions.
• Analyze business requirements and translate them into customer service solutions.
• Perform troubleshooting, incident management, and root cause analysis.
• Integrate Genesys with CRM, CTI, telephony, and third-party applications.
• Optimize customer experience through effective call routing and self-service solutions.
• Monitor system performance and ensure high availability of Contact Centre environments.
• Participate in deployments, upgrades, migrations, and production support activities.
• Collaborate with business, telecom, infrastructure, and application teams.

Skills

Genesys Platform

IVR development

Call routing

CTI

Voice portals

Customer engagement solutions

SIP/VoIP knowledge

SQL and reporting

System troubleshooting

Analytics and problem solving

Education

BE/B.Tech/MCA or equivalent

Tools

Genesys Routing

Composer

GVP

IRD

UCS

CME

Stat Server

CRM integration

Job description

Job Description : Genesys

Role: Genesys
Experience: 2 to 15 Years
Location: Bangalore, Pune, Chennai, Hyderabad, Noida

Job Summary

We are looking for experienced Genesys Contact Centre & IVR Professionals to join our team. The ideal candidate should have hands-on experience in Genesys platforms, Contact Centre solutions, IVR design and development, call routing, reporting, integration, and support activities. The candidate will be responsible for developing, implementing, and maintaining enterprise customer engagement solutions.

Key Responsibilities

• Design, develop, configure, and support Genesys Contact Centre solutions.


• Implement and maintain IVR applications, call flows, routing strategies, and queue management.


• Configure and support Genesys Routing, Composer, GVP, IRD, CME, UCS, and Reporting solutions.


• Analyze business requirements and translate them into customer service solutions.


• Perform troubleshooting, incident management, and root cause analysis.


• Integrate Genesys with CRM, CTI, telephony, and third-party applications.


• Optimize customer experience through effective call routing and self-service solutions.


• Monitor system performance and ensure high availability of Contact Centre environments.


• Participate in deployments, upgrades, migrations, and production support activities.


• Collaborate with business, telecom, infrastructure, and application teams.

Required Skills

• Hands-on experience with Genesys Contact Centre Platform.


• Experience in IVR development and support.


• Knowledge of ACD, Call Routing, CTI, Voice Portals, and Customer Engagement solutions.


• Experience with Genesys Framework, Routing, Composer, GVP, IRD, UCS, CME, Stat Server.


• Understanding of SIP, VoIP, telephony protocols, and Contact Centre architecture.


• Experience in troubleshooting production issues and system administration.


• Good knowledge of SQL, reporting, and integration concepts.


• Strong analytical and problem-solving skills.

Preferred Skills

• Experience with Genesys Cloud CX or Genesys Engage.


• Exposure to Contact Centre analytics and workforce optimization tools.


• Knowledge of cloud technologies and API integrations.


• Telecom domain experience is an added advantage.

Educational Qualification

• BE/B.Tech/MCA or equivalent qualification.