Genesys Dialer Support Lead

Qualtechedge; Gurugram District; On-site; INR 2,800,000 - 5,200,000; Full time

Job summary

Qualtechedge is seeking an experienced Genesys Dialer Support Lead to manage L1/L2 operations for a large enterprise contact center in Gurugram. You will lead a team of 5–10 engineers, coordinate with business stakeholders, manage incidents, service requests, and changes, while ensuring high platform availability.

The ideal candidate has 8–15 years IT experience, strong hands-on Genesys Dialer and CRM knowledge, ITIL familiarity, and proven leadership in production support.

Qualifications

• 8–15 years of IT experience.
• Strong hands-on experience with the Genesys Dialer platform.
• Experience supporting Genesys CRM or integrated CRM environments.
• Experience managing L1/L2 production support for enterprise contact center applications.
• Proven experience leading teams of 5–10 members.
• Strong knowledge of outbound dialer operations, campaign management, call routing, contact center operations, and agent desktop support.
• Experience with Incident, Problem, and Change Management.
• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Lead day-to-day L1/L2 support for the Genesys Dialer and CRM platform.
• Ensure uninterrupted operation of outbound dialling campaigns and contact center services.
• Monitor production systems, troubleshoot issues, and coordinate timely resolution.
• Handle production incidents, service requests, and operational escalations.
• Perform root cause analysis (RCA) and implement preventive measures.
• Ensure adherence to agreed SLAs and operational KPIs.
• Lead and mentor a team of 5–10 L1/L2 support engineers.
• Coordinate with stakeholders and provide regular status updates and dashboards.
• Participate in governance meetings and change/release management activities.

Skills

Genesys Dialer

Genesys CRM

L1/L2 production support

Team leadership

Incident & Change Mgmt

SLA/KPI adherence

Communication & stakeholder mgmt

ITIL knowledge

SQL basics

Education

Bachelor's degree in Engineering/CS/IT

Tools

ServiceNow

Jira

ITSM tools

Job description

Job Description – Genesys Dialer Support Lead

Experience: 8–15 Years

Location: Gurugram

About the Role: We are seeking an experienced Genesys Dialer Support Lead to manage and lead the L1/L2 support operations for a large enterprise Contact Center environment. The candidate will lead a team of 5–10 support engineers, coordinate with business stakeholders, manage incidents, service requests, and change requests, while ensuring high platform availability and service excellence.

Key Responsibilities

Production Support & Operations

• Lead day-to-day L1/L2 support for the Genesys Dialer and CRM platform.
• Ensure uninterrupted operation of outbound dialling campaigns and contact center services.
• Monitor production systems, troubleshoot issues, and coordinate timely resolution.
• Handle production incidents, service requests, and operational escalations.
• Perform root cause analysis (RCA) and implement preventive measures.
• Ensure adherence to agreed SLAs and operational KPIs.

Genesys Platform Support

• Support and troubleshoot the Genesys Dialer platform.
• Work on campaign configuration, dialling strategies, call routing, and agent-related issues.
• Coordinate with Genesys product support teams for product-related issues.
• Assist in deployment of configuration changes and production releases.
• Support CRM integration with the Genesys platform.

Team Leadership

• Lead and mentor a team of 5–10 L1/L2 support engineers.
• Allocate work, monitor team performance, and ensure timely ticket resolution.
• Conduct regular review meetings and provide technical guidance.
• Manage shift planning and resource allocation where required.
• Ensure adherence to ITIL support processes and operational standards.

Stakeholder Management

• Act as the primary point of contact for business users and client stakeholders.
• Coordinate with internal teams, vendors, and Genesys support teams.
• Provide regular status updates, incident reports, and operational dashboards.
• Participate in governance meetings and service review discussions.

Change & Release Management

• Review and implement approved Change Requests (CRs).
• Support production deployments and release activities.
• Ensure proper documentation, rollback planning, and change validation.
• Maintain operational documentation and knowledge base.

Required Skills Mandatory

• 8–15 years of IT experience.
• Strong hands‑on experience with the Genesys Dialer platform.
• Experience supporting Genesys CRM or integrated CRM environments.
• Experience managing L1/L2 production support for enterprise contact center applications.
• Proven experience leading teams of 5–10 members.
• Strong knowledge of

• Outbound Dialer Operations
• Campaign Management
• Call Routing
• Contact Center Operations
• Agent Desktop Support

• Experience with Incident, Problem, and Change Management.
• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder management abilities.

Preferred Skills

• Experience working in enterprise contact center support environments.
• ITIL Foundation certification or equivalent experience.
• Experience with ServiceNow, Jira, or similar ITSM tools.
• Basic SQL knowledge for troubleshooting.
• Exposure to production monitoring and reporting tools.
• Experience in transition and stabilization projects.

Preferred Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• ITIL certification is preferred.
• Genesys certifications are an added advantage.

Ideal Candidate Profile

• 8–15 years of experience in Contact Center technologies with a strong focus on Genesys products.
• Hands‑on experience supporting Genesys Dialer in a production environment.
• Experience leading L1/L2 support teams of 5–7 members.
• Strong understanding of Contact Center operations, outbound dialling, and CRM integrations.
• Experience managing production incidents, change requests, releases, and stakeholder communications.
• Ability to lead transition, stabilization, and ongoing support activities in an enterprise environment.