Genesys Engineer

Infosys; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Infosys is seeking a Genesys Contact Center Engineer with 1-2 years of hands-on experience in contact center technologies and IVR solutions. The role focuses on supporting and optimizing Genesys platforms, call flows, routing strategies, and production support for live environments.

The candidate will work with business and IT teams to meet call handling requirements, monitor performance, and assist in deployments and post-deployment validation.

Qualifications

• 1–2 years of experience with Genesys Contact Center technologies.
• Hands-on with IVR call flows and routing.
• Understanding contact center operations and call management.
• Experience in incident management and production support.

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

Contact Center

IVR

SIP/VoIP/CTI basics

Incident management

Education

MTech

Bachelor of Engineering

BTech

Tools

Genesys Cloud

Genesys Engage

NICE CXone

CRM Integration

SQL basics

Job description

Job Summary

We are seeking a Genesys Contact Center Engineer with 1-2 years of experience in Contact Center technologies and IVR solutions. The candidate should have hands-on exposure to Genesys platforms, call flows, routing strategies, IVR development, and contact center support operations.

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.

Mandatory Skills

• Genesys
• Contact Center
• IVR

Technical Requirement

• 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.

Additional Responsibility Preferred Skills

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

Educational Requirement

MTech, Bachelor of Engineering, BTech

Preferred Skills

Technology->Communication->IVR/CCT->Genesys, Technology->Infrastructure-Contact Center->ContactCenter model

Service Line

• Engineering Services