Genesys Development Engineer II

NCR Corporation; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

NCR VOYIX seeks a skilled Genesys Telecom Engineer to design, implement and support a global PureCloud environment for a multi-location contact center and corporate offices. You will drive voice, data and video solutions aligned with business strategies, and partner with IT and operations to deliver scalable, reliable customer experiences.

The role demands strong technical leadership, project management and hands-on implementation across installations, scripting, testing, and integration with

Qualifications

• Bachelor's degree in computer science, information systems, engineering or related field.
• 3+ years of experience in voice infrastructure design in Genesys environment.
• Experience with multi-site GENESYS PureCloud configurations and scripting.

Responsibilities

• Lead design, deployment and support of Genesys PureCloud across locations.
• Engineer installation, configuration, maintenance and upgrades of the Genesys environment.
• Collaborate with Salesforce/ServiceNow integrations to Enterprise apps.
• Provide technical leadership and project management for cost and service improvements.

Skills

Genesys PureCloud configurations

Genesys PureCloud scripting

Salesforce integration

ServiceNow integration

PureInsights reporting

Workforce Management

VoIP design

Education

Bachelor's degree in CS/IT/Engineering

Tools

Salesforce

ServiceNow

LAN/WAN

Job description

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

About NCR VOYIX Corporation

NCR VOYIX Corporation (NYSE: NCR VOYIX) is a global technology company leading how the world connects, interacts and transacts with business. NCR VOYIX’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR VOYIX (www.NCR Voyix.com) is headquartered in Atlanta, Georgia.

Position Description:

As a member of NCR VOYIX Telecom Engineering team the Genesys Telecom Engineer will have responsibility for designing, engineering, implementing and supporting Genesys cloud infrastructure in a global multi-location contact center, corporate and branch office environment. Delivery of systems and technologies to enhance the customer experience through advanced technology development and execution on technology strategies for voice, data, and video services.

Responsibilities :

Successful candidate will be responsible for the technical leadership, design, support, project management and deployment of Genesys solutions and supporting call center applications. Position will lead and implement technical projects to reduce cost, improve service or provide innovated business solutions consistent with business strategies. In this position, you will be responsible for the engineering, configuration, installation, maintenance and upgrade of the companies Genesys PureCloud environment, supporting applications and cloud configuration. This will include installation of Genesys cloud software, setup & testing, remote monitoring, scripting, and integration with other enterprise applications.

Position Requirements :

Three years’ experience (Grade 10) Five years (Grade 11), Seven years (Grade 12) with voice infrastructure design and support in a Genesys environment with scripting and advanced features. Genesys support, design and implementation with general telephony engineering, technical project management and leadership. Experience with multi-site configurations in system engineering and administration role. Telecom engineering including VoIP design and architecture.

Primary Technical Skills:

• Experience with multi-site GENESYS PureCloud configurations for a multi-location contact center.
• Genesys Purecloud scripting and configuration experience
• Experience with Genesys Purecloud connectors to Salesforce and ServiceNow
• Experience with PureInsights reporting platform
• Experience with Genesys advanced features such as Workforce Management, Speech and Text Analytics, Chat, Email, Quality Management

Secondary Technical Skills:

• Data Networking (Genesys routing/switching, QOS)
• Monitoring and Reporting Applications
• Telecommunications: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols
• General Architecture (LAN/WAN Networks)
• Database - DB performance tuning

Non-Technical Skills:

• General Attributes: (Strong written, verbal, MS-Office Application skills)
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Excellent Client Relations Skills
• History of leading technical delivery and design capabilities
• Good Mentoring Skills (technical and process)
• Extremely flexible, ability to form outstanding working relationships
• Skilled at working within a team-oriented, collaborative environment
• Highly self-motivated and directed
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong interpersonal and oral communication skills
• Ability to conduct research into hardware and software issues and products as required
• Ability to present ideas and solutions in user-friendly language to key project and management personnel

Education:

Bachelor’s degree from an accredited college or university in computer science, information systems, engineering or a mathematics-intensive discipline, an applicable training certificate from an accredited training institution, or equivalent work experience.

Any of the following are a Plus:

• Genesys Certifications

Work Conditions:

• Occasional on-call and weekend support availability when necessary.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

EEO Statement

Integrated into our shared values is NCR VOYIX’s commitment to diversity. NCR VOYIX is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR VOYIX has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR VOYIX only accepts resumes from agencies on the NCR VOYIX preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR VOYIX employees, or any NCR VOYIX facility. NCR VOYIX is not responsible for any fees or charges associated with unsolicited resumes.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees and charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.comemail domain.”