Genesys Executive

Digitide Solutions Limited; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Digitide Solutions Limited is seeking a Senior Engineer for Genesys Contact Center in Bangalore. You will administer and enhance the Genesys 8.x-8.5 CIM platform, ensure high availability, and support banking and BFSI clients.

You will manage incidents, perform RCA, and coordinate with the support teams to resolve complex issues while maintaining SLA adherence and smooth production operations.

Qualifications

• Bachelor's degree in Computer Science, IT, Electronics, or related field.
• 4+ years of experience administering Genesys 8.x-8.5 Contact Center solutions.
• Hands-on experience with Genesys Routing, IVR, SIP Server, T-Server, URS, Stat Server, Infomart, and Reporting.

Responsibilities

• Administer and maintain Genesys 8.x-8.5 CIM components and related applications.
• Monitor health and performance of Genesys services; perform preventive maintenance.
• Provide L2/L3 technical support and resolve production incidents within SLAs.

Skills

Genesys CIM 8.x-8.5 Administration

SIP Server

Windows Server

Linux/Red Hat

Monitoring & Log Analysis

Incident & Problem Mgmt

Education

Bachelor's degree in CS/IT/Eng

Tools

ICON

Infomart

GVP

T-Server

URS

Job description

Job Description

Location : Bangalore

Senior Engineer Genesys Contact Center (BPO Banking Clients)

Position Overview

The Senior Engineer – Genesys Contact Center is responsible for the administration, maintenance, troubleshooting, and enhancement of the Genesys 8.5 Contact Center platform supporting banking and financial services clients. The role requires strong technical expertise in Genesys applications, system integrations, production support, and incident resolution while ensuring high platform availability and adherence to SLAs.

Key Responsibilities

Genesys Platform Administration

• Administer and maintain Genesys 8.x-8.5 Customer Interaction Management (CIM) platform components including Config Server, URS, T-Server, Stat Server, ICON, Infomart, GVP, GI2/GCXI, SIP Server, and related applications.
• Monitor the health and performance of Genesys services and perform preventive maintenance activities.
• Install, configure, patch, and upgrade Genesys applications following organizational standards.
• Support configuration changes, routing strategies, and IVR modifications as per business requirements.
• Perform regular health checks and recommend performance improvements.

Incident & Problem Management

• Provide L2/L3 technical support for Genesys production environments.
• Analyse Genesys logs, SIP traces, Windows/Linux system logs, and database logs to identify and resolve production issues.
• Perform Root Cause Analysis (RCA) for major incidents and implement preventive measures.
• Coordinate with Genesys Technical Support for product-related issues and software fixes.
• Ensure incident resolution within agreed SLAs.

Contact Center Operations

• Support inbound, outbound, IVR, and reporting applications used by banking customers.
• Assist in Genesys Outbound Dialer campaign configuration and troubleshooting.
• Support Infomart ETL jobs, reporting issues, and database maintenance activities.
• Monitor system alerts and proactively resolve potential service disruptions.

Integration & Infrastructure Support

• Work closely with server, database, network, telephony, and voice recording teams for issue resolution.
• Support integrations between Genesys, CRM applications, databases, web services, and third-party systems.
• Assist in SSL certificate updates, backup verification, disaster recovery testing, and system migration activities.
• Troubleshoot connectivity issues involving SIP, SQL Server, Oracle, Linux, Windows, and network infrastructure.

Documentation & Compliance

• Maintain technical documentation, SOPs, installation guides, and operational runbooks.
• Document troubleshooting procedures, known errors, and permanent fixes.
• Support audit activities by providing system reports and configuration documentation.
• Follow organizational security policies and banking compliance standards.

Client & Team Collaboration

• Participate in client technical discussions and support bridge calls during critical incidents.
• Provide regular status updates for ongoing incidents and maintenance activities.
• Collaborate with development, QA, infrastructure, and operations teams for seamless service delivery.
• Mentor junior engineers and share technical knowledge within the team.

Technical Skills

• Genesys CIM 8.x-8.5 Administration
• Config Server, T-Server, URS, Stat Server
• SIP Server and SIP Protocol
• Genesys Voice Platform (GVP)
• Genesys Outbound Dialer
• Genesys Infomart and Reporting
• ICON, GI2/GCXI
• SQL Server and Oracle Databases
• Windows Server and Red Hat Enterprise Linux
• Monitoring and Log Analysis
• Incident, Problem, and Change Management

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, Electronics, or a related discipline.
• 4+ years of experience in administering and supporting Genesys 8.x-8.5 Contact Center solutions.
• Hands-on experience with Genesys Routing, IVR, SIP Server, T-Server, URS, Stat Server, Infomart, and Reporting.
• Experience supporting banking, BFSI, BPO, or managed services environments is preferred.
• Strong troubleshooting skills across Windows, Linux, SQL Server, networking, and telephony platforms.
• Knowledge of SIP call flows, IVR routing, and contact center operations.
• Exposure to Genesys Cloud CX or hybrid deployments is an added advantage.

Preferred Skills

• Excellent analytical and problem-solving abilities.
• Strong verbal and written communication skills.
• Ability to work in a 247 production support environment.
• Ability to prioritize multiple incidents and deliver under pressure.
• Good understanding of ITIL service management processes.
• Self-motivated, proactive, and capable of working independently as well as within cross-functional teams.