Genesys Engineer

Tata Consultancy Services Limited; Hyderabad, Chennai, Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Tata Consultancy Services Limited is seeking a Genesys Engineer in India with 6–12 years of experience to join a multi-location delivery team in Hyderabad, Bangalore, and Chennai. The role requires hands-on knowledge of Genesys 8.5, SIP, IVR design, and large-scale deployments to support complex contact center solutions.

The ideal candidate will troubleshoot configurations, manage routing and media components, and collaborate on SBC integrations while following security and IT governance

Qualifications

• ECCS call routing developer with Genesys 8.5 and SIP experience.
• Hands-on experience with very large-scale deployment of Genesys 8.5 including Framework, Configuration and Management, Routing & Media components with SBC integration.
• Experience with Genesys Administrator, GAX, Pulse and the ability to create, modify, and maintain templates.
• Genesys strategy using composer and interactive routing designer.
• Experience in Contact Center Technology with hands-on experience on high-complexity Genesys implementations (8.x and above) focusing on call routing, queuing and transfers.
• Understanding of ORS/URS interaction and Gene ys components, including statistical and log data handling.
• Experience upgrading Genesys components, TServer, ConfigServer in test and production environments.
• Knowledge of LDAP, Active Directory, password vault, SSL/SSH security and encryption.
• Ability to run database queries for troubleshooting and reporting.

Skills

Call routing

Large-scale deployment

Troubleshooting Genesys

IVR/ Speech solutions

SIP experience

Tools

Genesys 8.5

Genesys Administrator

GAX

Pulse

Job description

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together.

What we are looking for

Role: Genesys Engineer

Experience Range: 6 to 12 Years

Location: Hyderabad,Bangalore,Chennai

Must-Have**

• ECCS Call routing developer with Genesys 8.5 and SIP experience
• Hands on experience with very large-scale deployment of Genesys 8.5 - Framework, Configuration and Management, Routing & Media components with integration experience with SBC. Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, media server, and ICON/Info Mart.
• Experience working on Genesys Administrator, GAX, Pulse and the ability to create, modify, and maintain templates (preferred).
• Genesys strategy using composer and interactive routing designer.
• Test-infected attitude (strong desire to perform thorough and exhaustive unit, integration and system testing).
• Experience in Contact Center Technology with hands-on experience on high-complexity Genesys implementations (8.x and above) with focus on call routing, queuing and transfers (non IVR). Understand how SIP server provides CTI data to the rest of the Genesys infrastructure
• In depth understanding of how ORS Server interacts with URS Server. In depth understanding of the T-Lib Event Model
• Experience in troubleshooting individual products as well as system integrations between products by tracking through log files and logically being able to determine where problem might reside. Understand the different components of a Stat Server Statistic Metrics, Time Profile/Range, Filter, Notification, Sensitivity, and Capacity Rules. Understand Router statistics and how they are computed by URS
• Must have hands-on experience on designing and implementing IVR and speech solutions.
• Demonstrated ability to upgrade Genesys Components, TServer, ConfigServer, in a Test and Production Environment
• Ability to configures, tests and debugs the routing configuration, or enhancements to existing software within the Genesys and IVR Framework
• Knowledge on LDAP, Active Directory, Password vault, security protocols such as SSL certs, SSH keys and encryption
• Should have an ability to run queries on Database for troubleshooting and reporting