Genesys Contact Center Engineer

Infosys; Bengaluru; Hybrid; INR 500,000 - 900,000; Full time

Benefits offered by this job

Job summary

Infosys is seeking a Genesys Engineer in Bengaluru to support and optimize Genesys Contact Center applications. You will configure IVR call flows and routing, monitor performance, and collaborate with business teams to meet call-handling requirements.

The ideal candidate has 1–2 years of hands-on Genesys experience, basic SIP/VoIP knowledge, and familiarity with incident management and ticketing workflows.

Qualifications

• 1–2 years of experience in Genesys Contact Center technologies.
• Hands-on experience with IVR call flows and routing.
• Understanding of contact center operations and call management.
• Basic knowledge of SIP, VoIP, CTI, and telecom concepts.
• Experience with ticketing tools and support processes.

Responsibilities

• Support and maintain Genesys Contact Center applications.
• Configure and troubleshoot IVR call flows and routing strategies.
• Monitor contact center performance and resolve incidents.
• Work with business and support teams to implement call handling requirements.
• Manage inbound and outbound call routing configurations.
• Troubleshoot voice, call flow, and agent-related issues.
• Support UAT, production deployments, and post-deployment validation.
• Document processes and configurations.

Skills

Genesys IVR

Call Routing

VoIP basics

Incident management

Tools

Genesys Cloud

Genesys Engage

CRM integration

SQL basics

Job description

Genesys Engineer

Required Experience 1-2 years of experience in Genesys Contact Center technologies. Hands-on experience with IVR call flows and routing. Understanding of Contact Center operations and call management. Experience in incident management and production support. Basic knowledge of SIP, VoIP, CTI, and telecom concepts. Experience with ticketing tools and support processes.

Preferred Skills

Genesys Cloud Genesys Engage Architect Call Routing Voice Bots Chat Bots NICE CXone CRM Integration SQL basics

Mandatory Skills

Genesys Contact Center IVR (Interactive Voice Response)

Key Responsibilities

Support and maintain Genesys Contact Center applications. Configure and troubleshoot IVR call flows and routing strategies. Monitor contact center performance and resolve incidents. Work with business and support teams to implement call handling requirements. Manage inbound and outbound call routing configurations. Troubleshoot voice, call flow, and agent-related issues. Support UAT, production deployments, and post-deployment validation. Document processes and configurations.