Genesys & IVR Platform Support Engineer

VMC Soft Technologies, Inc; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

VMC Soft Technologies, Inc is seeking a Genesys & IVR Platform Support Engineer in Bengaluru. The ideal candidate will have over 5 years of experience in supporting enterprise IVR and Genesys environments with strong expertise in AWS deployment.

This role involves managing global IVR applications, troubleshooting issues, and ensuring platform health across multiple regions. Strong knowledge in telecom technologies, Linux/Unix administration, and MySQL queries is essential for the position.

Qualifications

• 5+ years of experience supporting Genesys IVR platforms.
• Hands-on experience with AWS deployment (mandatory).
• Strong knowledge of telecom systems and SIP.

Responsibilities

• Support and maintain enterprise-wide Genesys IVR platforms.
• Deploy and support IVR applications on AWS infrastructure.
• Administer Linux/Unix environments.
• Coordinate with teams for change management and documentation.

Skills

Genesys

IVR

AWS Deployment

SIP

Linux/Unix

MySQL queries

Networking

Tools

Apache Tomcat

Apache HTTP Server

Splunk

AWS EC2

AWS S3

AWS CloudFormation

Job description

Role: Genesys & IVR Platform Support Engineer

Primary Skills: Genesys, IVR, AWS Deployment

Experience: 6 Years

Location: Pune, Hyderabad, Bhubaneswar, Noida, Bangalore

Job Summary

We are looking for a Genesys & IVR Platform Support Engineer with 5+ years of experience in supporting enterprise IVR and Genesys environments. The ideal candidate should possess strong expertise in Genesys, SIP, telecom technologies, and AWS deployment (mandatory), along with experience supporting cloud and on-premises IVR platforms.

The role involves managing and supporting global Interactive Voice Response (IVR) applications, assisting with deployments across AWS and on-premises environments, monitoring platform health, troubleshooting production issues, and ensuring high availability across multiple regions (AMR, EMEIA, and JAPAC).

Key Responsibilities

Platform Support & Operations

• Support and maintain enterprise-wide Genesys IVR platforms across cloud and on-premises environments.
• Monitor the availability, performance, and stability of IVR applications across global regions.
• Perform production support, incident management, troubleshooting, and root cause analysis.
• Ensure maximum uptime and rapid resolution of critical production issues.
• Participate in on-call support, including evening and weekend coverage as required.

AWS Deployment & Infrastructure

• Deploy and support IVR applications on AWS infrastructure.
• Manage AWS resources including:
  • EC2
  • S3
  • Auto Scaling
  • CloudFormation
  • CloudWatch
• Assist with infrastructure provisioning and deployment automation.
• Monitor AWS services and optimize platform performance.

Genesys & Telecom Administration

• Configure and support Genesys platform components.
• Work with Genesys Configuration Manager for application administration.
• Troubleshoot SIP call flows and telecom-related issues.
• Support IVR routing, voice applications, and Digital Readiness (IRD) solutions.

System Administration

• Administer Linux/Unix environments.
• Perform application deployments on Apache Tomcat and Apache HTTP Server.
• Execute MySQL queries for troubleshooting and operational support.
• Monitor logs using Splunk and perform log analysis.
• Diagnose network connectivity issues using networking utilities.

Collaboration & Documentation

• Coordinate with application development teams, infrastructure teams, telecom teams, and external vendors.
• Participate in change management, deployment planning, and release activities.
• Prepare operational documentation, SOPs, and knowledge base articles.
• Follow ITIL processes for Incident, Problem, and Change Management.

Must-Have Skills

• 5+ years of experience supporting Genesys IVR platforms.
• Hands-on experience with AWS Deployment (Mandatory).
• Strong knowledge of:
  • Genesys Platform
  • IVR Technologies
  • Telecom Systems
  • SIP (Session Initiation Protocol)
• Experience with AWS services:
  • EC2
  • S3
  • Auto Scaling
  • CloudFormation
  • CloudWatch
• Experience with Linux/Unix (Linux/macOS).
• Strong command of MySQL queries and database troubleshooting.
• Good understanding of networking fundamentals:
  • Ping
  • NSLookup
  • Netcat
  • Traceroute
  • TCPDump
• Experience with Apache Tomcat and Apache HTTP Server.
• Hands-on experience using Splunk for monitoring and log analysis.
• Experience with Genesys Configuration Manager.
• Strong troubleshooting and analytical skills.
• Excellent communication and collaboration skills.

Good-to-Have Skills

• Experience with CI/CD deployment pipelines.
• Knowledge of AWS Infrastructure as Code (Terraform or CloudFormation).
• Experience with enterprise contact center platforms.
• Familiarity with monitoring and observability tools.
• Exposure to DevOps practices.
• ITIL process knowledge.