Genesys Developer

Mphasis; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Mphasis is seeking a skilled production support engineer for Genesys environments in Bengaluru. The role involves troubleshooting incidents across Voice, Email and Chat, installing/upgrading components, and coordinating with development, operations, and vendor teams to improve stability.

Candidate should have hands-on experience with Genesys Config/Management layers, IWD, GRAT, GRE, Pulse, and related routing/media components, with a proactive approach to performance tuning and process

Qualifications

• Experience troubleshooting production incidents in Genesys environments.
• Hands-on with Genesys components and layers mentioned.
• Ability to work with vendor teams for improvements.

Responsibilities

• Troubleshoot production incidents in Genesys Voice, Email & Chat based on priority and work to resolution.
• Install and upgrade Genesys components in production environment.
• Troubleshoot complex issues across Genesys config/management layers, routing, SIP, and media servers.
• Configure options and applications in Genesys CME.
• Identify impacts for infrastructure changes and create mitigation plans.
• Participate in validation for environment/infrastructure changes.
• Engage with development, operations and vendor teams on system stability.
• Identify performance bottlenecks and propose improvements.
• Suggest process improvements and share knowledge with teams.
• Extend on-call support during weekends for critical issues.
• Familiarity with WFM tools like Aspect and call recording tools is a plus.

Skills

Genesys Config

IWD Layer

GRAT

GRE

SIP Layer

Media Server

GVP

Routing Layer

On-call

Incident Management

SNOW Changes

Tools

Genesys Pulse

Job description

Responsibilities

• Troubleshoot production incidents in Genesys Voice(Inbound/Outbound), Email & Chat based on priority and work to towards resolution
• Install and upgrade Genesys components in production environment.
• Good Hands-on experience with Genesys Config/Management layers, Genesys Intelligent Workload Distribution (IWD) Layer, Interaction Layer, Genesys Rules Authoring Tool (GRAT) and Genesys Rules Engine (GRE) applications, Genesys Pulse application, Routing layer, GVP, SIP layer/Media layer, GPlus adapters.
• Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, Media server, and ICON/Info Mart.
• Configure options and applications in Genesys CME
• Identify the impacts for Genesys applications for Infrastructure changes and prepare/execute mitigation plans.
• Perform validation & verification for environment/infrastructure related changes
• Take part in discussions with development & operations and Genesys vendor team on Genesys Cases on system improvement and stability of the components
• Identify system performance bottlenecks and raise recommendations to application development teams
• Look for process improvements in the support process and raise process improvement proposals.
• Take part in Knowledge sharing sessions from development/offshore teams
• Extend on-call support during weekends. During this time, attend critical issues and any change requests.
• Exposure to WFM tools like Aspect and call recording tools would be a plus

Desired Skills

• Prior experience of working in a production support environment and handling Incidents and SNOW changes.

Process Skills

• Thorough understanding of the software development lifecycle
• Outstanding written/verbal communication skills with experience distilling and presenting complex quantitative analysis

Interpersonal Skills

• Well-developed analytical & problem-solving skills
• Strong oral and written communication skills
• Excellent team player, able to work with virtual teams.
• Ability to learn quickly in a dynamic start-up environment.
• Must be able to work under own initiative with limited guidance from team manager due to the fast pace and high-volume of work managed by the team.
• Able to talk to client directly and report to client/offshore.

Flexibility to work on different Shifts and Stretch.