Genesys Cloud Support Engineer

FSP Solutions; Kolkata District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

FSP Solutions in India is seeking a skilled Genesys Cloud CX engineer to design and implement voice and digital solutions, optimize IVR flows, and ensure robust contact center operations.

The role involves configuring SIP trunks, SBCs, outbound dialing, analytics, and integration with enterprise systems, while collaborating with network, security, and IT teams to maintain high-quality customer experiences.

Qualifications

• Experience with Genesys Cloud CX for voice and digital solutions.
• Hands-on with IVR and call routing design and optimization.
• Experience configuring SIP trunks, codecs, and media settings.
• Proficient in REST APIs and enterprise system integrations.
• Troubleshooting skills for call quality issues and latency.
• UAT, go-live support, and production support familiarity.
• Collaborative work with network, security, and IT teams.

Responsibilities

• Design and implement Genesys Cloud CX voice and digital solutions.
• Configure SIP trunks, telephony, IVR (Architect), queues, routing, and skills.
• Develop and maintain Architect flows (Inbound, Outbound, Callbacks, IVR).
• Integrate Genesys Cloud with SBCs (AudioCodes) and enterprise systems.
• Configure DTMF, codecs, RTP/SRTP, call recording, and media settings.
• Implement outbound dialing (preview, power, predictive).
• Configure call recording, quality management, and analytics.
• Troubleshoot call issues (one-way audio, DTMF, call drops, latency).
• Perform UAT, go-live support, DR drills, and production support.
• Work with network, security, and bank IT teams.
• Raise and manage Genesys support cases.
• Prepare solution documents, RCA, SOPs, and audit artifacts.

Skills

GenesysCloud CX design

IVR & Call Routing

Outbound Campaign Management

Call Recording & QM

REST APIs & Integrations

Tools

GenesysCloud CX

AudioCodes SBCs

SIP/RTP/SRTP

Job description

Role & responsibilities

Key Responsibilities:

• Design and implementGenesysCloud CX voice and digital solutions
• Configure SIP trunks, telephony, IVR (Architect), queues, routing, and skills
• Develop and maintain Architect flows (Inbound, Outbound, Callbacks, IVR)
• IntegrateGenesysCloud with SBCs (AudioCodes) and enterprise systems
• Configure DTMF, codecs, RTP/SRTP, call recording, and media settings
• Implement outbound dialing (preview, power, predictive)
• Configure call recording, quality management, and analytics
• Troubleshoot call issues (one-way audio, DTMF, call drops, latency)
• Perform UAT, go-live support, DR drills, and production support
• Work with network, security, and bank IT teams
• Raise and manageGenesyssupport cases
• Prepare solution documents, RCA, SOPs, and audit artifacts

Technical Skills:

• GenesysCloud CX (Voice, Architect, Admin, Analytics)
• SIP, RTP, SRTP, RFC 2833, SIP INFO
• SBCs: AudioCodes
• IVR & Call Routing
• Outbound Campaign Management
• Call Recording & QM
• REST APIs & Integrations (basic)